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employee417
Cisco Employee

CCX Expected Wait Time calculation

Would the Expected Wait Time calculation in the Get Reporting Statistic be affected by stuck calls in queue?

 

If I call the step, “Get Reporting Statistic” step for the “Expected Wait Time” AND there is a stuck contact will the wait time of stuck contact be calculated into the algorithm?

 

From my understanding, EWT is calculate using the position of the caller in queue, not necessarily how long the previous call was in queue. Expected wait time = (Position of contact in queue * CSQ's average talk time) / Total number of working resources in CSQ. Just wanted to confirm.

 

Thanks!

1 REPLY 1
Quigath
Enthusiast

Yes, that's been my experience.

It may depend on the formula you're using to calculate the EWT, but the generic one is just as you describe.

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