IPCCX 4.0(5) CSQ Hold TIme

Unanswered Question
Mar 25th, 2009
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Does anyone know how IPCCX calculates the Expected Wait time for a CSQ? I get very strange results when I try to use this to notify callers what their expected wait time might be. At times, I even get a result of -1. Any help would be appreciated

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Aaron Harrison Thu, 03/26/2009 - 03:43
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I'm not clear how it's calculated, but with things like expected wait time or queue position I find it's best to set sensible parameters on the readouts.

For example, if doing queue position, I tend to play it out to the customer only if it plays out a low-ish number.

I wouldn't want to know if I was 405th in the queue!

So for guesstimated wait time (which is probably less accurate the smaller your contact centre is, which is often the case with UCCX) I would validate the response:

-1 = Ignore, don't play out the queue time

0-1 minutes read out 'less than one minute

above that, say up to 5 minutes, read out the nearest minute

Above 5 minutes, don't mention the queue time!

Obviously if you deal with much longer (or much shorter) calls and wait times, different thresholds should be used.



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glenn.martindel... Thu, 03/26/2009 - 05:39
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Thanks for the reply. I agree that some parameters are not worth mentioning and have built that into my script. During my testing, I put several calls in queue with few agents logged in to generate what I thought should be an expected wait time of several minutes. For several calls, I consistantly got an expected wait time of 54 seconds (even though all my calls had been waiting longer than that). Once I cleared those calls and put another call in queue, I got an expected wait time of -1 second. I want to make sure that I am using the correct parameter and that I am interpreting the results correctly.

Thanks, Glenn


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