Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Users might experience few discrepancies in Search results. We are working on this on our side. We apologize for the inconvenience it may have caused.
VIP Super Bronze

uccx 9.0 expected wait time returns a -1 value

 

Guys I am trying to use the expected wait time feature in UCCX, however the value returned is -1 each time this step is executed. All the other feature such as average wait time etc all works, its just the expected wait time that doesnt. Any ideas please?

 

Please rate all useful posts "The essence of christianity is not the enthronement but the obliteration of self --William Barclay"
8 REPLIES
VIP Super Bronze

Any ideas guys?

Any ideas guys?

Please rate all useful posts "The essence of christianity is not the enthronement but the obliteration of self --William Barclay"

Can you share your script

Can you share your script with us? I'm using position in queue rather than wait time, and works like a charm.

Cheers!

Rolando Valenzuela

VIP Super Bronze

Attached is a screen shot of

Attached is a screen shot of the affected script..Like I said all the other feature works, its only the expected wait time that returns negative value of 1

Please rate all useful posts "The essence of christianity is not the enthronement but the obliteration of self --William Barclay"

During your tests, the call

During your tests, the call activating the script you are debugging is actually in queue and with a real wait time?

 

I could find any related bug, can you check this links:

Link1 -- Link2

 

I will try to find additional information.

Rolando Valenzuela

Silver

Have you generated enough

Have you generated enough stats for this to work? Are there agents logged in, have these agents handled calls today? 

Brian

VIP Super Bronze

Brian,Thanks for your

Brian,

Thanks for your suggestions..No the agent didnt handle any calls as I was forcing the agent to go to a not ready state when a call was presented to the queue. I didnt know that the agent need to handle calls for this to work..How does this feature work then? Is there a computation that is calculated based on the amount of calls handled by the agents?

Please rate all useful posts "The essence of christianity is not the enthronement but the obliteration of self --William Barclay"
Silver

You'll need to generate wait

You'll need to generate wait times in order for the calculation to work. Put a few calls in queue, make your test agent ready and answer the calls. Once this is done, you should get a valid EWT.

See this thread for more info:

https://supportforums.cisco.com/discussion/11836936/estimated-waiting-time-uccx

 

VIP Super Bronze

Just to give you guys an

Just to give you guys an update on this. I had to move the position of my EWT stat in the script further down my queue loop branch. I noticed that if I didnt do that the script didnt generate enough stats to give me a valid EWT.

Thanks Brian for pointing me in the right direction

Please rate all useful posts "The essence of christianity is not the enthronement but the obliteration of self --William Barclay"
391
Views
5
Helpful
8
Replies
CreatePlease to create content