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EWT for Avaya agents

Hi,

 

We have ICM 8.5.X integrated with Cisco Avaya.We are trying to monitor Avaya agents thru Avaya CMS and if the wait time for skill group is greater than 180 the call will be routed to different destination.And will be queued to service(Avaya VDN) if it is less than that.

 

Presently, we are queuing calls to Avaya VDN after checking 180 seconds of wait time for that VDN.

Below is the formula used to calculate VDN EWT,

Service.OR_PRD_CMC_PR_FLSp.AvgDelayQNow>180

Question is..Which field can be used under skill group to meet 180 seconds requirement?

Thanks!

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