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vendors:cisco:uc:ucce [2019/11/06 15:50]
gerardorourke [Sample PHP Opening Hours]
vendors:cisco:uc:ucce [2019/11/06 15:58] (current)
gerardorourke
Line 389: Line 389:
  </​weekDaySchedules>​  </​weekDaySchedules>​
 </​businessHour>​ </​businessHour>​
 +</​code>​
 +
 +
 +===== Expected Wait Time (EWT) =====
 +
 +The example formula provided by the Courtesy Call back Script: ​
 +<​code>​
 +ValidValue(((SkillGroup.%1%.RouterCallsQNow+1)
 +*
 +(ValidValue(SkillGroup.%1%.AvgHandledCallsTimeTo5,​20))
 +/max(
 +    SkillGroup.%1%.Ready,​
 +    (SkillGroup.%1%.TalkingIn
 +         +
 +     ​SkillGroup.%1%.TalkingOut
 +         +
 +     ​SkillGroup.%1%.TalkingOther))
 +),100)
 +</​code>​
 +
 +Actual Example with Skillgroup "​eirSupport1"​
 +
 +<​code>​
 +Skill Group Example
 +
 +ValidValue(((SkillGroup.eirSupportSG1.RouterCallsQNow+1)*(ValidValue(SkillGroup.eirSupportSG1.AvgHandledCallsTimeTo5,​100))/​max(SkillGroup.eirSupportSG1.Ready,​(SkillGroup.eirSupportSG1.TalkingIn+SkillGroup.eirSupportSG1.TalkingOut+SkillGroup.eirSupportSG1.TalkingOther))),​100)
 +</​code>​
 +
 +=== Explanation ===
 +This returns the EWT in seconds.
 +Effectivity the formula is: Calls in (Queue * Average Handled Time) / Number of agents that logged in and actively taking calls (i.e. exclude agents that are not ready)
 +
 +The formula uses the ValidValue so if no current value available for the last 5 minutes it returns a '​default'​ value.
 +These should be set the specific Average Handle Time for this specific Queue (determine this by reviewing the SG / PQ Historical report).\\
 +
 +Here is a Precision Queue Example:
 +
 +<​code>​
 +ValidValue(((PQ.eirSupport1_PQ.CallsInQ+1)*(ValidValue(PQ.eirSupport1_PQ.AvgHandledCallsTimeTo5,​285))/​max(PQ.eirSupport1_PQ.Ready,​(PQ.eirSupport1_PQ.TalkingIn+PQ.eirSupport1_PQ.TalkingOut+PQ.eirSupport1_PQ.TalkingOther))),​285)
 +</​code>​
 +
 +If the formula is used prior to routing to the PQ - you should include the +1.\\
 +If the formula is used after queuing to the SG / PQ - then this should be excluded.\\
 +
 +===Example for when same Agents are in 3 different PQs===
 +<​code>​
 +ValidValue(((PQ.Sales_PQ.CallsInQ+PQ.CustomerService_PQ.CallsInQ+PQ.Accounts.CallsInQ)*trun((ValidValue(PQ.Sales_PQ.AvgHandledCallsTimeTo5,​285)+ValidValue(PQ.CustomerService_PQ.AvgHandledCallsTimeTo5,​285)+ValidValue(PQ.Accounts.AvgHandledCallsTimeTo5,​285))/​3)/​max(PQ.Sales_PQ.Ready,​(PQ.Sales_PQ.TalkingIn+PQ.Sales_PQ.TalkingOther))),​285)
 </​code>​ </​code>​