Queue Wait Times 2

[charnny]

Hi All, I am interested to know how people deal with the issue of telling customers how long their call will be waiting in the queue. I am trying to improve the queueing experiance for our customers. We currently on our busiest lines queue the call to the skill and if any wait time we sent it to a different vector which has the following steps :
02 goto vector 201 @step 1 if expected-wait for call <= 60
03 goto vector 202 @step 1 if expected-wait for call <= 120
04 goto vector 203 @step 1 if expected-wait for call <= 180
05 goto vector 204 @step 1 if expected-wait for call <= 240
06 goto vector 205 @step 1 if expected-wait for call <= 300
07 goto vector 206 @step 1 if expected-wait for call <= 360

From here we sent it a vector with an announcement stating wait time. It works ok but because its based on expected wait it has flaws, for example it may state that a customer has 10 minutes to wait then 10 agents go for a meeting and it completely skews the wait time and the second time they are told 15 minutes. any thoughts on how we might improve this ?? Many Thanks

 

[nohuhu]

charnny,

you can improve it by purchasing business advocate package, it will give you predicted wait time algorithm, it's more accurate than expected wait time. unlike ewt, pwt calculates its value based on historical data as well as real-time statistics, so it can take into account daily patterns like lunch time and so on.
no other way, i'm afraid.

 

[wildcard100001]

I would not send them through the logic again... send them through once and loop them at the end... after all the PBX is not an IVR.

I've used if oldest-call-wait in skill xx logic instead of EWT... not exact, however it works. It's helpful in a low volume call center when EWT is difficult to calculate accurately.

Thanks,

Wildcard