Hi,
I am working on EWT formula with a route call to different destination if the EWT is >180 seconds,
Below is the formula tried,
ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTimeTo5,20))/max(SkillGroup.SY1_CMC_Tech_01.Ready,(SkillGroup.SY1_CMC_Tech_01.TalkingIn+SkillGroup.SY1_CMC_Tech_01.TalkingOut+SkillGroup.SY1_CMC_Tech_01.TalkingOther))),100)
My question is how do I reach value 180 seconds from this.
I have set variable(PV2) created with this formula and using IF node (IF PV2>180)
My question here is, how do I reach to180 value?
Thank You!