Courtesy Call Back EWT Discrepancy

[fazil.chida]

Hi ,

Need clarification, I made a call to PQ and agent where busy. CCB application got played and it told me hold time was 16 min, I selected a call back and less than  3 min it call me back.  why the huge discrepancy? 

Can you anyone help me to understand this.
I am using below formula.

if(EstimatedWaitTime()<=60,100,EstimatedWaitTime())

Thanks,

[fazil.chida]

Hi,
Where I suppose to use this formula. In ICM?

[bill.king1]

The estimated wait time that you use for Courtesy Callback is entirely configurable by you. Cisco provides the example, but you can customize it to fit your needs. They talk about it in some detail here.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_0_1/maintenance/Guide/pcce_b_pcce-features-guide-12-0/pcce_b_pcce-features-guide-12-0_chapter_0110.html#CCVP_TP_I6C8E5DE_00

[fazil.chida]

Hi Bill, 

Below is the formula I got from doc.

ValidValue(((SkillGroup.%1%.RouterCallsQNow+1)
*
(ValidValue(SkillGroup.%1%.AvgHandledCallsTimeTo5,20))
/max(
SkillGroup.%1%.Ready,
(SkillGroup.%1%.TalkingIn
+
SkillGroup.%1%.TalkingOut
+
SkillGroup.%1%.TalkingOther))
),100)

but here its talk about skillgroup. But we are using PQs in our system. How to customize it according to PQs. 
Can you guide me. 
Thanks

[bill.king1]

You can use whatever formula you would like, the key thing to remember is that is what is going to be passed to UCCE/CVP for use in the app. It's basically just looking for a number to use in it's calculations.
There have been a number of posts about it over the years here, take a look but here are some of them.
https://community.cisco.com/t5/contact-center/has-anyone-configured-courtesy-callback-using-precision-queues/td-p/3043620 
https://community.cisco.com/t5/contact-center/courtesy-callback-ewt-calculation/td-p/3822393 
https://community.cisco.com/t5/contact-center/ewt-calculation-in-courtesy-callback/td-p/4936242