VoiceOfJoe
MIS
Our customers are hearing incorrect EWT times. e.g. 4 to 6 minutes when it might only be a 20-30 secs. Our environment is dynamics and this could be a big factors. Trying to understands how the EWT is computed. Upon researching this, I find:
The BCM400 4.0 4.0 Contact Center Setup and Operations Guide in Chpt 10 "Setting up Routing Tables" states:
EWT is computed based on the following factors:
1. Average Call duration: the time when a caller is on the phone with an agent. This is an average for a pre-defined number of calls, based on the settings for the skillset.
2. Number of higher priority calls ahead of the caller in all the skillsets that the same agents are assigned to.
3. Number of agents in a skillset.
4. Availability of agents for a skillset's calls.
Under Call Pilot - Contact Center - Skillset - Properties we have "Use Previous" set to 10 for calculating EWT; EWT increase allowed checked and initial call duration set to 3:00min. All these are defaults!
Can anyone provide more specifics about these factors. There has to be some algorithm used to determine the actual EWT. Anyone know what it is?
VOJ
The BCM400 4.0 4.0 Contact Center Setup and Operations Guide in Chpt 10 "Setting up Routing Tables" states:
EWT is computed based on the following factors:
1. Average Call duration: the time when a caller is on the phone with an agent. This is an average for a pre-defined number of calls, based on the settings for the skillset.
2. Number of higher priority calls ahead of the caller in all the skillsets that the same agents are assigned to.
3. Number of agents in a skillset.
4. Availability of agents for a skillset's calls.
Under Call Pilot - Contact Center - Skillset - Properties we have "Use Previous" set to 10 for calculating EWT; EWT increase allowed checked and initial call duration set to 3:00min. All these are defaults!
Can anyone provide more specifics about these factors. There has to be some algorithm used to determine the actual EWT. Anyone know what it is?
VOJ
