11-21-2017 11:59 AM - edited 03-14-2019 05:44 PM
We use PCCE 9.0.1 and I cannot find any documentation on the calculation for Average Wait Time. Can someone provide a link to a doc?
11-21-2017 10:24 PM
please look at Estimated Wait Time section in scripting and media routing guide.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_0_1/User/Guide/UCCE_BK_S09E5905_00_scripting-and-media-routing-guide/UCCE_BK_S09E5905_00_scripting-and-media-routing-guide_chapter_01101....
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