Longest Wait Duration reset interval

Chuck Reid · ‎01-24-2008

Hello,

I am using longest wait duration reporting statistic so that callers hear the current longest wait time. I would expect this value to rest as the call volume reduces and people are waiting less, but after a few test calls, it is still giving them the same value.

Does this value reset after some time interval, if so, what is the interval.

I would expect it to be dynamic and change as calls drop off, but it is not doing that.

help!!

Thansk,

Chuck

Report Inappropriate Content · ‎01-30-2008

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.