EWT in Network Skillset

[captaingadget]

Just a simple one I hope. Can you execute EXPEXTED WAIT TIME for a NETWORK skillset and expect it to work correctly or is just for local skillsets?

Personally I can't see why it can't work, but I am frequently disappointed.

 

[Milesprower]

I'm pretty sure EWT data is for the local skillset. That said, if your network traffic is evenly distributed, the local data should be good to use as an approximation. The expected wait time should be close to the same across the network.

I always use ranges for EWT announcements (for example, for an EWT of 90 to 120 seconds, play a message like this: your call is expected to be answered in the next 2 minutes.) The stock EWT calculation looks at the last 10 minute period and works best if call traffic is steady. It can be inaccurate if call traffic spikes or call taking resource availability (agents) changes abruptly (shift change, break, training session, etc..)

 

[captaingadget]

Thanks, I guess I'm just gonna have to try this out somehow. Good point about traffic distribution, they are pretty evenly distributed so perhaps it doesn't really matter.

 

[Milesprower]

In theory, it shouldn't matter, but if you have a site with trunking issues or they pull agents into a training session, it could result in inaccurate EWT data. Proceed cautiously.