Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

Expected Waiting Time gives -1

Hello,

I have an IPCC Express Premium system up and running. In my script, I call the Get Reporting Statistic Step and request the Expected Waiting Time value. When I play back the variable, it gives -1. My CSQ seems to be properly set. I have 2 agents at the moment, either on a call or not ready. Has anyone encountered this before?

Thanks,

Mike

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Re: Expected Waiting Time gives -1

The Estimated Wait Time will be -1 if either the CSQ's average talk time or the total number of working resources is 0.

From the step reference guide..

The system bases the expected wait time calculation on the number of agents in reserved, talking, and work states for this CSQ, the call's position in the queue, and the average call duration for this CSQ. Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states while handling a call from this CSQ.

1 REPLY
Cisco Employee

Re: Expected Waiting Time gives -1

The Estimated Wait Time will be -1 if either the CSQ's average talk time or the total number of working resources is 0.

From the step reference guide..

The system bases the expected wait time calculation on the number of agents in reserved, talking, and work states for this CSQ, the call's position in the queue, and the average call duration for this CSQ. Average call duration of a CSQ is the average time agents spend in Reserved, Talking, and Work states while handling a call from this CSQ.

153
Views
0
Helpful
1
Replies
CreatePlease to create content