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whenusayloveme
Beginner

UCCE: EWT calculation when the call priority changed

Hi All,

 

When caller is on queue in UCCE PQ, we can get the EWT value from the Built-In Function (EstimatedWaitTime()).

How is Cisco UCCE handle the EWT value if the call priority was changed during in queue?  Is there any new formula or just call built-in function again?

 

BR.

Winai.

1 REPLY 1
Chintan Gajjar
Collaborator

the builtin function or formula for EWT works good if the calls is call is queued at the same priority across the system, if call changes the priority  in the call flow none of them will be able to pick it and give you the correct results.

 

Chintan

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