Expected Wait Time -1

anthoney_murphy · ‎02-22-2007

I am curious if anyone knows the exact formula IPCC Express uses to calculate the expected wait time. Sometimes the system returns the vaule of -1 to the interger that i have set up to store it. Should I be using another variable to store this?

lpezj · ‎02-22-2007

I think that EWT is -1 where there are no agents loggen on the skills associated to a CSQ.

Hope this helps,

Juan Luis

anthoney_murphy · ‎02-22-2007

There were agents logged on with the correct skill however they were "not available" or "talking" It creates lots of complaints from customers and is driving me up the wall.

m.liew · ‎06-27-2007

According to Cisco (http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_0/english/administ/crs401sr.pdf)

The system bases the expected wait time calculation on the number of agents in

reserved, talking, and work states for this CSQ, the call?s position in the queue,

and the average call duration for this CSQ. Average call duration of a CSQ is the

average time agents spend in Reserved, Talking, and Work states while handling

a call from this CSQ.