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))
EWT = Estimated Wait Time
I = Interaction
(I-1) = Interaction one queue position ahead of I
SDT = Service Duration Time (average time to complete interactions
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?