09-19-2022 12:09 AM
Can we use Built in EstimatedWaitTime() or Call.EstimatedWaiTtime to announces to Customer for their wait time .
are these defaults EWT on Cisco PCCE reliable to use on our scripts.
09-19-2022 05:50 AM
Yes, you can use them, but EWT works best when the agent is skilled 1=1 rather than skilled to many different queues. You'll want to test it with a lot of calls before rolling it into production... results may vary.
09-19-2022 06:36 AM
You can use the built in ones, but you likely may want to customize them. Here are a couple posts from the forum on this topic previously.
https://community.cisco.com/t5/contact-center/ewt-ucce/td-p/3878449 https://community.cisco.com/t5/contact-center/estimated-wait-time-calculation-vs-built-in-function/td-p/3085519
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