- Silver, 250 points or more
Community Spotlight Award,
Best Publication, November 2015
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?