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EWT CALCULATION IN Courtesy callback

Hi Guys ,

I need urgent help here.

I have deployed the ccb application where it has to precision queues.

As pert he business requirement .

Calls hits pq1 and then given an option for callback which hits the pq2 (ccb).

I am calculating the ewt here .

The agents are same in the pq1 and pq2 .

Please help me with a formula to calculate ewt for the callback.

The customer always get the callback as set defaults in callback entry app set  to 0.

Please help with ewt formula for using5 the 2 pqs.

7 Replies 7

What CCB calculation are you using now? You can use something that is based on call type or PQ or whatever you want. There are several posts here that talk about using PQ for the EWT, like this one https://community.cisco.com/t5/contact-center/need-help-on-ewt-for-pq/td-p/4869784 or this one https://community.cisco.com/t5/contact-center/ucce-ewt-with-pq/td-p/3543582