Expected Wait time in IPCCX

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Jan 11th, 2009
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A system has 3 CSQ's, and 10 agents. The CSQ's are not equal weighted...callers in some queues have higher priority than others.

The agents are all skilled to ALL CSQs.

If you pull the Expected Wait Time for a caller in a specific queue, does the calculation take the callers in queue in the other queues into account when calculating the expected wait time, or will this only work correctly with the agents staffed into a single CSQ?

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Jonathan Schulenberg Tue, 01/13/2009 - 15:57
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Only indirectly. The math uses the most recent five minute period based on that specific CSQ.

If calls from CSQ B have a higher priority than CSQ A and are causing callers in A to wait longer because of that, A callers' wait time will be higher. When the calculation is run, these data points will be used.


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