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New Member

Expected Wait Time

Does anyone know the exact calculation for expected wait time in IPCCexpress 3.5? I see many posts regarding the step returning a -1, and reference to what is taken into consideration : total agents logged in, talk time, number of calls, etc. What I need is to know exactly is the formula used to calculate this. It seems to jump all over the place from one call to the next.

Thanks.

1 REPLY
New Member

Re: Expected Wait Time

Hi,

I think that the step 'Get Reporting Statistics : Estimated Wait Time' returns -1 when all the agents are not ready. If all the agents are in Talking State then it returns the actual wait time.

But I want to know how is it calculated. There is nothing in Cisco docs.

Bye

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