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New Member

UCCE 8.5 Courtesy Callback AWT

Hi all,

We have been battling with our Courtesy Callback reporting  for couple of months now, Need to know how the Answer Wait Time (when enable CCB) is calculated  , if you have the formula or exact definition how to calculate the answer wait time for Courtesy Callback options, Kindly let me know -

Appreciate your comments/feedback

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New Member

UCCE 8.5 Courtesy Callback AWT

The recommended formula is below.  However, as in our case, this doesn't seem to work in a multi-skilled environment.

ValidValue(((SkillGroup.X.RouterCallsQNow+1)

*

(ValidValue(SkillGroup.X.AvgHandledCallsTimeTo5,20))

/max(

SkillGroup.X.Ready,

(SkillGroup.X.TalkingIn

+

SkillGroup.X.TalkingOut

+

SkillGroup.X.TalkingOther))

),100) ValidValue(((SkillGroup.X.RouterCallsQNow+1)
*
(ValidValue(SkillGroup.X.AvgHandledCallsTimeTo5,20))
/max(
SkillGroup.X.Ready,
(SkillGroup.X.TalkingIn
+
SkillGroup.X.TalkingOut
+
SkillGroup.X.TalkingOther))
),100)

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