uccx 9.0 expected wait time returns a -1 value

[Ayodeji Okanlawon]

Guys I am trying to use the expected wait time feature in UCCX, however the value returned is -1 each time this step is executed. All the other feature such as average wait time etc all works, its just the expected wait time that doesnt. Any ideas please?

[Ayodeji Okanlawon]

Any ideas guys?

[Rolando Valenzuela]

Can you share your script with us? I'm using position in queue rather than wait time, and works like a charm.

Cheers!

Rolando Valenzuela

[Ayodeji Okanlawon]

Attached is a screen shot of the affected script..Like I said all the other feature works, its only the expected wait time that returns negative value of 1

[Rolando Valenzuela]

During your tests, the call activating the script you are debugging is actually in queue and with a real wait time?

I could find any related bug, can you check this links:

Link1 -- Link2

I will try to find additional information.

Rolando Valenzuela

[brian1mcc]

Have you generated enough stats for this to work? Are there agents logged in, have these agents handled calls today? 

Brian

[Ayodeji Okanlawon]

Brian,

Thanks for your suggestions..No the agent didnt handle any calls as I was forcing the agent to go to a not ready state when a call was presented to the queue. I didnt know that the agent need to handle calls for this to work..How does this feature work then? Is there a computation that is calculated based on the amount of calls handled by the agents?

[brian1mcc]

You'll need to generate wait times in order for the calculation to work. Put a few calls in queue, make your test agent ready and answer the calls. Once this is done, you should get a valid EWT.

See this thread for more info:

https://supportforums.cisco.com/discussion/11836936/estimated-waiting-time-uccx

[Ayodeji Okanlawon]

Just to give you guys an update on this. I had to move the position of my EWT stat in the script further down my queue loop branch. I noticed that if I didnt do that the script didnt generate enough stats to give me a valid EWT.

Thanks Brian for pointing me in the right direction