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Ask Me Anything - October 2020


Expected Wait Time script Department Level

Need Expert Help 


We are trying to know the Expected Wait Time for the department level.


Example – We have 10 CSQ skills for Ecomm Department, We don’t want to give expected wait time different for each CSQ skills as we have the same employees answering the calls with the same priority.


Is there a way to calculate Expected Wait Time by Department Level?


Expected Wait Time For CSQ LEVEL as per guides = calculation on the number of agents in reserved, talking, and work states for this CSQ, the call's position in the queue, and the average call duration for this CSQ. Average call duration of a CSQ is the average time agent spend in Reserved, Talking, and Work states while handling a call from this CSQ.

A CSQ’s EWT = (position of contact in the queue * CSQ’s average talk time)/Total number of working resources in CSQ,where total number of working resources in CSQ

CSQ = sum of resources in reserved, talking and work state. If contact is currently not queued, the position in the queue = length of queue + 1.

If either the CSQ’s average talk time or the total number of working resources is 0, the EWT is –1



Department – Ecomm has below CSQ Skills

  1. ECOMM Installer EN 
  2. ECOMM Installer FR 
  3. ECOMM Sales EN 
  4. ECOMM Sales FR 
  5. ECOMM Samples EN 
  6. ECOMM Samples FR 
  7. ECOMM Other EN 
  8. ECOMM Other FR 
  9. ECOMM Location EN 
  10. ECOMM Location FR 
VIP Mentor

Interesting question you've posed here.  I could be wrong, but I think you have the EWT metric owner confused as the CSQ, when in reality its the Contact.  If you were to shift your focus to the Contact, and you maybe consider that the Contact is holding in a single CSQ, or at the very least, it's not holding in 100% of your CSQs, then how would a department level EWT be possible?


Hello Anthony,


Not sure if I'm following exactly about "contact". If I go to the application in CCX "BTG Ecomm" is one of the applications which calls one of the script. From that script we have different endpoints go to different skills like listed above. If we use the EWT formula it will give us different EWT for 10 different skills based on the option selected but we would like to have EWT in general for  "BTG Ecomm". Because all our employees have all the skills and take calls at the same priority. So if we do EWT skill level it won't be an ideal solution as "ECOMM Samples EN" calls average time is 2 minutes but "ECOMM Sales EN" average call time is 30 minutes but employees answering the calls are the same. 


Hope this helps...  


What is the point in having 10 CSQ if all you reps have all the skills, set to the same skill level and can take calls in all of them? Wouldn't you be equally off if you have all calls in one CSQ?

What I think Anthony means is that it's the call, aka the contact that has the EWT and that is calculated per CSQ. You won't be able to get one EWT that is collected across multiple CSQs. Likely you might be able to collect EWT per CSQ and do your own calculation in the script for the average of all of them and then use that as what you announce to the caller. However this is just in theory, never even considered to test it out IRL.

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In order for UCCX to return a value for EWT you have to specify two things:

  1. A Contact (defaults to Triggering Contact)
  2. A CSQ name

And of course, the Contact given must be queued in the CSQ name given, else the output of the step is -1.  Fun fact, it's null if the CSQ name given does not exist.

Therefore, in order to collect EWT per CSQ, you'd have to queue the Triggering Contact in every queue, which then defeats the purpose of multiple CSQs in the first place.  And to your point Roger, why all the CSQs?  Almost seems like the job of Wrap Up codes, in order to classify the nature of the call.

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