Expected wait time not working 1

[Pauly55]

I have built a vector that gives callers informatiin about there approximate wait time.
The vector work very well if I use the rolling asa function.
However I would like to use the expected wait time function as I understand this to be a bette predicition.
However when I use expexted wait in the vector I get the event below.


Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt

563 EWT split no working agts Split 4 199

The switch is not configured with expert agents only regular agents that log into skills.
Does anyone have any ideas why epcected wait does not seem to work.

Here is my sample vector

01 wait-time 2 secs hearing ringback
02 queue-to split 4 pri m
03 goto vector 50 if expected-wait for split 4 pri m < 30
04 goto vector 51 if expected-wait for split 4 pri m < 60
05 goto vector 52 if expected-wait for split 4 pri m < 120
06 goto vector 57 if unconditionally
07 stop

Every time it goes to vector 57 if there is a que

 

[nohuhu]

Pauly55,

that's right. ewt will work only when used with expert agent selection. since you use splits not skills, ewt is not working. all logical.

 

[dufus2506]

That's not entirely true.

EWT works on common splits as well. I use it here in my call center.

The error you describe is associated with goto checks that are made against a split that has either:

a. No staffed agents.

or

b. All staffed agents in AUX work mode.

In either case, the EWT is assumed to be infinite and the comparison was based on the EWT being greater than the largest possible threshold.

The Vector events are described in detail in the Call Vectoring / EAS guide.

Click here for a list of guides.

http://esearch.avaya.com/index.asp?querytext=call vectoring eas&SITE=SUPPORT&SCOPED=Y

Carpe dialem! (Seize the line!)

 

[Pauly55]

Thank you for your replies
This makes life interestintg because there was an staffed agent however, they were busy hence the need for EWT, When I set the value to 600 seconds I got a different response
However my EWT should not be so high, I expected my EWT to be comparible to my rolling ASA

What should I do to get this working ?

 

[dufus2506]

It sounds as if it is working. You might just have had a terribly high EWT with only one staffed agent.

EWT is evaluated based on a number of factors. Agents staffed, agents available, agents on acd calls, speed of answer, call arrival rate, etc, etc...

Usually in a call center, similar calls have similar characteristics, so when calculating EWT, it works best when it has lots to do. It's ok, but not THAT great when the call volume is low and sporadic, or the call types are vastly dissimilar. (Say half the calls are 1 minute long, but the other half are 15 minutes long.)

EWT is evaluated and then re-evaluated frequently, but needs some history to be accurate to any degree. In fact, there's a vector event error to warn you when it doesn't have enough data to calculate the EWT.

My advice is to setup a parallel vector that checks your active split, fire a VDN at the test vector that you can use to determine if the EWT calculation is to your liking.

When the split is really working, (not just one test agent staffed or anything) call the vdn and see what you get. If you have CMS, check the EWT of the split against the message you receive from your test vectors.

Carpe dialem! (Seize the line!)

 

[mikewasser]

In order to use EWT for the split correctly, the vector steps for EWT should be before the queue to step.

You can use EWT for the call after the queue to step.

goto X if expected-wait for CALL....

Mike