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5 Replies Latest reply: Feb 1, 2012 6:13 AM by 913624 RSS

Table for Estimated wait time

913624 Newbie
Currently Being Moderated
Hi all,
i have a problem with the calculation of estimated wait time.
I know the formula is:
EWT(I) = EWT(I-1) + SDT + (t(I) - t(I-1))
where
EWT = Estimated Wait Time
I = Interaction
(I-1) = Interaction one queue position ahead of I
SDT = Service Duration Time (average time to complete interactions
thus far)
t = Time at which the interaction entered the queue
The ACD Server returns the estimated wait time to the calling server. That value is sent back to the customer.

I have a call that lasts 600 hours, which is distorting the estimates. I want to cancel this call from the tables of the CCA. what are the tables that are used to calculate EWT?

Thanks and regards
  • 1. Re: Table for Estimated wait time
    854876 Newbie
    Currently Being Moderated
    You can use the same calculation used in the ASA for the workgroup reports. Which DB type do you use?
  • 2. Re: Table for Estimated wait time
    913624 Newbie
    Currently Being Moderated
    Oracle 10.2.0.4
  • 3. Re: Table for Estimated wait time
    854876 Newbie
    Currently Being Moderated
    Use HistoryActions table.

    You can get the duration of the actionID 70007 for any answered calls. Here is a snippet:

    AND status = 1
    AND workgroupid = {What_Ever_Queue_you_want_to_identify_ASA_for}
    AND interactiontype IN (2007)
    AND actionid = 70007 -- Exit Queue
    AND actionid = 70011 --Answered                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               
  • 4. Re: Table for Estimated wait time
    913624 Newbie
    Currently Being Moderated
    Thank you
  • 5. Re: Table for Estimated wait time
    913624 Newbie
    Currently Being Moderated
    Hy,
    I deleted the records as you said, but the estimated response time is still 17 minutes. there is something else to do?

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