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Message Orginially Posted on Ask-icd-ivr-support@external.cisco.com
Original message was posted on: 7/26/2008 8:21:42 AM
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Shawn,
Expected wait time is calculated as Position in Queue * (avg. talk time / # of in-session resources)
That being the case, with only one call in queue and one in-session resource (reserved, work, or talking), your expected wait time will be the avg. talk time. Try getting two calls up and/or having two callers in queue and you'll start to see larger expected wait time values.
Bryan Nowak
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From: Shawn Gennuso [mailto:shawng@getgds.com]
Sent: Friday, July 25, 2008 7:58 PM
To: ask-icd-ivr-support@external.cisco.com
Subject: IPCC-Express Expected Wait Time
I’m programming a IPCC-Express Script that will contain 7 On Hold Queue’s (CSQ). I would like to provide the on hold callers with the expected wait time. The customer has decided that instead of giving the caller the exact wait time, they will provide two levels (10 mins) and (20 mins). I have programmed an int called ExpectedWaitTime. I then set a Get Reporting Statistic. When I call into the system the first caller goes to the 1 agent I have logged in. The next callers go into the On-Hold Queue. I keep the first caller on the phone for about 1 hour while I continue to monitor the ExpectedWaitTime variable (using the reactivate debug). The callers in the on hold queue can be on hold for hours while the expected wait time never get over 8 minutes. My question is how is the Expected Wait Time calculation done and I’m I doing something wrong on the Script.