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- Thread starter berute
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Are you looking for a definition outside of that provided in the manuals provided by Nortel?
They do provide two definitions dependent on wether your talking about queue intrinsics or realtime displays.
The realtime dispay definition is (%Total Answered Delay/%Calls Answered), however the is no specific definition for Total Answered Delay.
They do provide two definitions dependent on wether your talking about queue intrinsics or realtime displays.
The realtime dispay definition is (%Total Answered Delay/%Calls Answered), however the is no specific definition for Total Answered Delay.
Berute,
I've had better luck with my own formula than with the canned Nortel definition:
ASSIGN (((QUEUED CALL COUNT Skill_cv WITH CALL PRIORITY Prio_cv * AVERAGE SPEED ANSWER Skill_cv) / LOGGED AGENT COUNT Skill1_cv) - AGE OF CALL) + 30 TO EWT_cv
As you can see, I add 30 seconds to my final answer to give me some room to work. From my perspective, it's better to answer in 4 minutes when the EWT was 4:30 than the other way around.
I also like to compare the EWT on each pass through the loop so that I never give a higher EWT than has already been spoken.
IF
EWT_cv > EWT_Last_cv
THEN
EXECUTE Start_of_Loop
END IF
Give the EWT here...then...
IF
EWT_cv < EWT_Last_cv
THEN
ASSIGN EWT_cv TO EWT_Last_cv
END IF
EXECUTE Start_of_Loop
Hope this helps...
I've had better luck with my own formula than with the canned Nortel definition:
ASSIGN (((QUEUED CALL COUNT Skill_cv WITH CALL PRIORITY Prio_cv * AVERAGE SPEED ANSWER Skill_cv) / LOGGED AGENT COUNT Skill1_cv) - AGE OF CALL) + 30 TO EWT_cv
As you can see, I add 30 seconds to my final answer to give me some room to work. From my perspective, it's better to answer in 4 minutes when the EWT was 4:30 than the other way around.
I also like to compare the EWT on each pass through the loop so that I never give a higher EWT than has already been spoken.
IF
EWT_cv > EWT_Last_cv
THEN
EXECUTE Start_of_Loop
END IF
Give the EWT here...then...
IF
EWT_cv < EWT_Last_cv
THEN
ASSIGN EWT_cv TO EWT_Last_cv
END IF
EXECUTE Start_of_Loop
Hope this helps...
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