EWT for multiple skillgroups in the same queue node

[MrCat]

Hi there, I am planning on implementing the estimated wait time for a Queue on ICM 12.0, that queues to multiple skill groups.

I know the default stock formula as follows:

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

Now if I have multiple skill groups in a single Queue node, should I just calculate three times based on each SkillGroup, per above formula and pick the minimum value or anything else would be more applicable?

Thanks!

[bill.king1]

It depends on the logic you have in that node/.what else the people do. For instance, you might instead want to look at the call type estimated wait time instead of the PQs/skill group EWT, if they all are answering it.