- Silver, 250 points or more
In CCX 5.0(2) we use Get Reporting step with Expected wait time field for telling calling party how long shall he/she will wait for agent answer. If CCX system see small number of agents in relevant queue it reports that customer is going to wait for 10, 20 even 30 min which is not true because agent will answer much more faster. So my question is:
can we manipulate with this Expected wait time field and algorithm on which CCX calculates time for answering? I mean, could we force CCX to calculate much more smaller time and sametime use this predefined algorithm?