03-25-2009 02:57 PM - edited 03-14-2019 03:51 AM
Hello,
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
03-26-2009 03:43 AM
Hi
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.
Regards
Aaron
Please rate helpful posts...
03-26-2009 05:39 AM
Aaron,
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
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide