EWT Expected wait time default settings? 1

[CRIMobile]

I have a BCM450 with Call Center. I wanted to test out the EWT. I read up on it but am a little confused. I was intending on setting it up like I have done in the past on the old Cinphony 2 ACD. In the Cinphony 2, I activated EWT and there was a pre-recorded meessage that would come on periodically stating "Your expected wait time is XX minutes". I am not interested in setting up the EWT adjustments that I read about. Is there not a default EWT recording that can be activated to play periodically?

 

[DBrewsky]

EWT... Great idea, they just didn't document it to well..

The EWT Table is a guide.. If the EWT for the caller is between Xx minutes and Yy minutes, play Greeting Zz. If the EWT is greater than the largest time at the bottom, then play Xy greeting that says "Your EWT is more than 5 minutes."

Then you have the Initial EWT that is programmed in the skillset. Remember, it's all figured out base on the number of callers, answer duration, etc..

Once you see the light, then it makes total sense.




--DB

http://support.csctech.us

 

[CRIMobile]

I think I understand I will have to test it out. But if I understand you there is no EWT default greeting that will play and I must record the appropriate greetings in the EWT table that I want to update the caller. Ex: a 2 min, 4 min, 10 min greeting ETC. Am I on the right path?

 

[DBrewsky]

Yes you're on the right path. The amount of time the caller is expected to wait will match one of the 6 (maybe 7) variables in the EWT table. Record one for each. You can also manipulate the times to either shorten or extend them.

--DB

http://support.csctech.us

 

[gberger]

I'm not sure if Nortel improved it on Bcm450 but i did set it up 4 or 5 times on earlier Bcm versions and it was not too accurate, all customers ended up asking me to remove it..

Just my 2 cents

 

[DBrewsky]

One thing I do is incorporate it into the announcement.

sample:

"Thank you for holding, your call is important to us. Your estimated wait time is less than 2 minutes."



--DB

http://support.csctech.us

 

[CRIMobile]

DBrewsky, Many thanks for your continued support. Much good info!!!
Crimobile