Uccx expected wait time calculation

[j.bilodeau]

Does anyone know how the calculation is done for the expected wait time in the get reporting statistic step (UCCX 7.0.1)? Thanks in advance.

[brian1mcc]

This was mentioned before on this forum ....

https://supportforums.cisco.com/message/1046224#1046224

Brian

[j.bilodeau]

Hi Brian.  I had already seen this post stating that the math come from ICM and should apply to UCCX.  I'm looking for an official cisco uccx doc confirming this statement.

[brian1mcc]

I don't know if you've seen this ... but pg 324 (2-306) of the editor step reference guide gives a description of how the ewt is calculated. It doesn't give an exact formula though....

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701edstepref.pdf

Brian

[j.bilodeau]

Yes...that's the firt place I looked for. As you say, it's not the exact formula.  In the mean time, I found a post where Yogi gives a more precise explanation.  A bit different, but since she's from Cisco, I'll take this one. Thanks you very much for your help, it's appreciate.

https://supportforums.cisco.com/message/398471#398471