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EWT calculation for multiple skill groups at Courtesy Callback

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

1 Reply 1

texasjet79
Level 1
Level 1

Did you get this sorted out? Can you post an example. Thanks a bunch.