Expected Wait Time calculation 1

[dsacsa]

I' trying to see if it is possible to create a formula for expected wait time that would return a value based on the average wait time of the last 5 calls.

Presently I'm using Nortel's formula and I'm getting incorrect information since it is based on a 10 minutes interval.

Thanks

 

[cgilmer]

This would be something best handled by an IVR. Also remember that the EWT in the symposium system becomes more accurate by the number of agents in the skillset. The less agents the more its going to flucuate due to a large percentage being covered by a single agent in the case of 10 or fewer agents for instance.

It attempts to take into account the busy status of all agents by availability which is affected by not ready, make busy, DN IN/OUT, and active time on skillsets.

For this reason and others most will not use exact times for EWT. Basically, over estimating each call in the process. Say take a range from 60 to 180 seconds and saying "Your expected wait time is under 3 minutes." This gives you a buffer for the unreliability of exact statistics. Just keep jumping intervals after that.... 180 to 300 3 to 5 minutes... 300 to 600 5 to 10 minutes, and maybe a 600+ for "over ten minutes".

The basic idea is to give the caller enough information to decide if they want to wait or hang up. You don't have to give them "seconds" for them to be able to decide that.