Guys,
i have been trying to formulate something that can provide us a clear picture of how and when the call back is made, i have confiigured an EWT at ICM end and passed it to the application but thats not exactly what its using, i believe cvp has its own ewt and DQrate that it relies on, i am not able to figure out what parameters & formula does it considers.
because i am statically setting the EWT to 5 minutes it makes a callback call after 2 minutes or so and sometimes less, even when i try to figure out the calculation via below formula it still does not match, when i look at the Servlet page of cvp, DQRATE is equal to the EWT but remaining time drops very fast.
The process for determining callback time is as follows:
The Average Dequeue Time (D) is calculated using the formula, D = (EWT + F)/N
EWT is the estimated wait time for a new Courtesy Callback call.
F is the number of seconds that the first call is already in position in the queue.
N is the number of calls in queue.
The remaining time for all Courtesy Callback calls in the queue is updated using the formula: R(p) = p*D - F - C:
p = 1, ..., N
R(p) is the remaining time for the pth queue position Courtesy Callback call.
C, the post-callback time, is the sum of the time it takes to retrieve the Courtesy Callback caller back on the phone and the SLA time.
Secondly, when an EWT is sent to the application, the agents availability would be considered but does it considers agent availability on the Queue while dialing the call out in any way?
From ICM we send QueueApp, is that the name of the virtual Queue that it will maintain or it will create a virtual Q of that skillgroup on which the call is Queued?
