Expected wait time scripting

[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 and my call center is opened 7/24 and of course I've got less traffic at night.

My boss does'nt want to get rid of those messages.

Anyone with an idea?

Thanks

 

[lretrievers]

I don't know about this specific question, but what I have done in the past is if the number of callers waiting is less than 10 (or you can use another number), give position in queue, if it is over 10, then give expected wait time. It makes the expected wait time be a bit more accurate.

 

[johnpoole]

it's do-able but it would be better if you just adjusted the average wait time on a tod schedule.. in an early rls i had a problem with a call that, although the caller had hung up, the wait que saw it as a call.. about a week after change the box was giving wait times over 4 hours, because of one bad call, the box was seeing a single call up forever.. we had to kill the wait time until nortel could write a patch, that call stayed on our reports for months, past reloads etc... but that was rls 1 days and it was not out biggest problem by far

john poole
bellsouth business
columbia,sc

 

[dsacsa]

Thanks to you all.

 

[picklemogg]

Nortel's default formula is rarely accurate. Who cares what happened the last 10 minutes? In order to accurately announce wait times you need to look at what is going on now. 3 important things- calls waiting, agents staffed, average handle time per call. Here is the formula that we have created which has worked very well for us:

ASSIGN (((QUEUED CALL SKILLET NAME ) * average handle time for that skillset) / LOGGED AGENT COUNT SKILLSET NAME) /60 +1 to ewt_cv

Average handle time would be the actual handle time for that skillset in seconds. If the aht including wrap up time is 5 minutes you would use 300. Save as a variable (in our case ewt_cv) and open voice session and play it. Give this it a try. It will be much more accurate.