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

ExpectedDelay calculation

We have noticed that our reps, on our Avaya switch, are not included in the ExpectedDelay calculation, unless they have a skill rpiority of "1", no other value. Is there a way to correct that?

1 REPLY
Community Member

Re: ExpectedDelay calculation

It's been a really long time, but I remember when I last dealt with an Avaya ACD, I had to construct a custom EXD formula to get around this problem.

Can you check the real time values of SkillGroup..Ready and SkillGroup..TalkingIn, TalkingOut?

The ICM standard EXD formula is covered in other docs on the Cisco site, so I won't go over it here--but you can construct your own EXD formula using the same general format, and double-check the components of the formula to ensure that these agents aren't missed in your custom formula.

204
Views
0
Helpful
1
Replies
CreatePlease to create content