Expected Wait Time 4

The calculation is based on historical data ( if i'm not wrong is made on weekly base),
The system calculate the ewt basing on how many agents are staffed in the skill and the averarage call handling time.
The ewt is affected in the calculation ,if you have a call center where the agents log out and login often or if they go often in aux.


Hope this helps.


Mark this post if helpful

Rgds

Those information is useful, but what I'm looking for is more precise information haw system counts EWT, like, is there some FORMULA, ALGORITHM...
Thanks.
Cheers!

I think Avaya keeps that one secret, I have never managed to get at it either...

Thanks!
Maybe it will be too dangerous to find it out. But as someone said: the truth is out there.
;-)

The Algoritm is kept secret very well, this is what the Avaya doc's say about it:


The EWT algorithm
EWT is calculated using an algorithm that is based on the number of calls in a queue at a
particular priority level and the rate of service of calls from the queue at that priority level.
It adjusts for many other factors such as multiple split queuing, call handling times, and
the impact of direct agent calls on the wait time of other calls to the split. The algorithm
adjusts EWT immediately for changes in staffing, such as agents logging in or taking
breaks in AUX work mode.
Since changes occur constantly in a call center, and since EWT cannot predict the future,
the accuracy of the EWT predictions will be in proportion to the rate at which calls are
serviced from the queue and the level of stability achieved in the call center between the
time that the prediction is made and the time that the call is serviced from queue.

Factors that cause EWT for a split priority Level
to increase
The most common causes for an increase in EWT for a split priority level are:
Number of calls in queue increases
Agents logout
Agents go on break (AUX work mode)
Agents are moved to another split
Agents with multiple splits answer an increasing number of calls in other splits

The following conditions may also cause an increase in EWT for a split priority level:
Average talk time increases
Number of calls at higher priority increases
Number of DAC calls increases
Number of RONA calls increases
Number of abandoned calls decreases
Number of calls queued in this split but answered in another decreases.

Factors that cause EWT for a split priority level
to decrease
The most common causes for a decrease in EWT for a split priority level are:
Number of calls in queue decreases
Agents login (and start answering calls)
Agents return from break (leave AUX work mode)
Agents are moved from another split
Agents with multiple splits answer fewer calls in other splits

The following conditions may also cause a decrease in EWT for a split priority level:
Average talk time decreases
Number of calls at higher priority decreases
Number of DAC calls decreases
Number of RONA calls decreases
Number of abandoned calls increases
Number of calls queued in this split but answered in another increases

Troubleshooting EWT
To verify that your EWT is operating as intended, use the list trace ewt command to
observe processing events of all calls. Refer to the Troubleshooting appendix for
information on how to handle specific events.
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

Hi,
I tried to use EWT for a conditional GOTO but it does not work in my Definity S8300(EAS). Even if I set the condition to EWT>10min. it's always true (and we'r not that bad).

My technical support says me EWT only works if you have lots of calls. In this VDN I have 200/day and in the skill 800/day.

Anybody has suffer this problem? Any good idea to solve it?

note: the final intention is to use this feature to handle calls from a VDN that is less important (priority low)but when we are very busy this calls wait for ever and we want to set the priority to medium automaticaly in that cases.

Thanks

Can you paste how your vector looks?

Make sure that you only use the

"goto step if expected-wait for call > 200"

after you have queued the call. If you haven't queued the call, then you have to use the

"goto step if expected-wait for skill 80 pri m > 200

Hi marcell55,

I think you are right, I was using "goto step if expected-wait for call >200" before the "queue to".

Now I'll try "goto step if expected-wait for skill 80 pri m > 200" and test the results.

One last thing: with this kind of routing the problem is that if you have one call already queued with low pri and afterwards the rest of the calls from this vdn (and the rest)are queued medium the one that is already in queue-low pri will wait forever.
Any suggestion about this? Is possible to re-queue with medium pri one call that is already queue with low pri? what could be the condition?

thanks a lot