Anyone out there using Orchestration/Workstream Automation? Wondering if anyone may have examples of a Orchestration Flow with EWT (Expected Wait Time). Ours was setup by Avaya and the EWT when you call into a queue with no one available states the wait time is 16000+ seconds.
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AXP - Avaya Experience Portal
- Thread starter JoaquinC
- Start date
It sounds like there might be an issue with the configuration of your Expected Wait Time (EWT) calculation in Avaya Experience Portal. Here are a few steps you can take to troubleshoot and adjust the EWT settings:
- Check the EWT Calculation Logic:
- Ensure that the logic used to calculate EWT is correctly implemented in your Orchestration Flow. Sometimes, incorrect formulas or parameters can lead to unrealistic wait times.
- Review Queue Settings:
- Verify the settings for the queue, including the maximum wait time and overflow parameters. Make sure these settings align with your desired EWT calculations.
- Adjust EWT Parameters:
- In the Orchestration Designer, you can adjust the parameters used for EWT calculations. This might include factors like the number of agents available, average handling time, and current queue length.
