Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
implementing hold time announcement
- Thread starter is2teli
- Start date
Hi
you might think that:
The EXPECTED WAIT TIME is the predicted wait time of the current contact
in the given skillset at the moment the intrinsic is executed. This value can
change over time, depending on contact traffic. This intrinsic is calculated by the
contact processing executor using real-time data. If the contact is not yet in the
skillset indicated, an average expected wait time for the skillset is returned.
If you specify a skillset list, then the returned value is the minimum EXPECTED
WAIT TIME of all the skillsets.
The purpose of the EXPECTED WAIT TIME intrinsic is to estimate, based on
historical information, how long it can take for the current contact to be
answered by a particular skillset. This information can then be used to announce
to the contact how long the wait can be before being answered, or it can provide
a different treatment to the contact. This intrinsic applies to both voice and
multimedia contacts.
you might think that:
The EXPECTED WAIT TIME is the predicted wait time of the current contact
in the given skillset at the moment the intrinsic is executed. This value can
change over time, depending on contact traffic. This intrinsic is calculated by the
contact processing executor using real-time data. If the contact is not yet in the
skillset indicated, an average expected wait time for the skillset is returned.
If you specify a skillset list, then the returned value is the minimum EXPECTED
WAIT TIME of all the skillsets.
The purpose of the EXPECTED WAIT TIME intrinsic is to estimate, based on
historical information, how long it can take for the current contact to be
answered by a particular skillset. This information can then be used to announce
to the contact how long the wait can be before being answered, or it can provide
a different treatment to the contact. This intrinsic applies to both voice and
multimedia contacts.
- Status
Similar threads
- Locked
- Question
- Locked
- Question
- Locked
- Question