ExpectedDelay calculation

Unanswered Question
Dec 18th, 2008

We have noticed that our reps, on our Avaya switch, are not included in the ExpectedDelay calculation, unless they have a skill rpiority of "1", no other value. Is there a way to correct that?

I have this problem too.
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platkeet Thu, 12/18/2008 - 14:19

It's been a really long time, but I remember when I last dealt with an Avaya ACD, I had to construct a custom EXD formula to get around this problem.

Can you check the real time values of SkillGroup..Ready and SkillGroup..TalkingIn, TalkingOut?

The ICM standard EXD formula is covered in other docs on the Cisco site, so I won't go over it here--but you can construct your own EXD formula using the same general format, and double-check the components of the formula to ensure that these agents aren't missed in your custom formula.


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