Estimated Queue Time in Solidus

[wonnag]

Hi Guys

I'm trying to set up a Solidus Group queue so that the incomming caller hears their estimated waiting time. I understand that it calculates the average wait time based on the duration of the last 10 calls answered.

I have set up a test group and placed 12 calls to it and made sure they were all answered and lasted between 1-4 minutes. I then made a 13th call whilst the 12th was still being serviced so it went into the queue. However when i heard the queue message it just kept saying that my wait time was 10 seconds. I would have thought that the estimated wait time should have been at least 50-60 seconds based on the duration on the previous 10 answered calls.

Cheers

Wonnag

 

[whosrdaddy]

the EWT calculation method depends on a setting in the contact center system properties.
default the setting is set to Agent Availability, so make sure that the "Use Last Ten Calls" option is set...

from the manual:

Use Agent Availability – Estimated Waiting Time is calculated based on the times collected over the time specified by the Performance Interval defined for the service group.

Use Last Ten Calls – Estimated Waiting Time is calculated based on the times that have been collected over the last ten calls.

Cheers,
Daddy

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[wonnag]

Hi Daddy

I've checked and it is set to use last 10 calls. In the management console i have set the message to Duration and Parameter 1.

Thanks

Wonnag

 

[parnum]

it's parameter 2 for duration, 1 is for position in que. it's in config manager user guide if you read it.

best parnum

 

[parnum]

Also, don't set the end time to infinite on group closed at no logged on agent.

best parnum