What is the time periode that is used to calculate the Average Waiting time in the UCCX? It seems to be 24 hours.
And can it be changed (shortend)?
Both values (AWT & EWT) respond slow to fluctuations in the amount of calls queued and their duration.
I want to use them to offer the customer a choice to wait or callback later when the EWT is longer then 5 minutes. Thanks for your response