Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
I have configured EWT for only one skill group. Now I need to calculate proper EWT for multiple skillgroups.
To calculate EWT for ACTV skill group I used the below formula.
ValidValue(((SkillGroup.ACTV.RouterCallsQNow+1)*(ValidValue(SkillGroup.ACTV.AvgHandledCallsT
imeTo5,20))/max( SkillGroup.ACTV.Ready, (SkillGroup.ACTV.TalkingIn +
SkillGroup.ACTV.TalkingOut + SkillGroup.ACTV.TalkingOther))),100)
Now I need to calculate EWT for multiple skillgroups.
Kindly guide me to configure EWT for multiple skillgroups.
Regards,
Fakhrul