AT&T 555-230-520 manual Examples Example 1 EWT Routing and Passing Wait to a VRU

Expected Wait Time (EWT)

To prevent inaccurate predictions when there is no historical information, administer the “Expected Call Handling Time” field on the Hunt Group form. The value in this field is then used in place of the missing historical data.If the value of this field does not accurately reflect the call handling times of the split, EWT predictions may be inaccurate until some call history is generated. The algorithm normally requires about 30 queued calls to be answered from a split priority level before it reaches its maximum accuracy.

You can change the value in the “Expected Call Handling Time” field by executing a change hunt group command. Changing the value will not disrupt EWT predictions by overwriting EWT history. The value is stored and used the next time a reset system 3 or 4 is executed.

■Low call volume applications.

Split priority levels where the rate of removal from queue is very low can only be predicted with limited accuracy.

■Sites with frequent staffing changes.

Although EWT immediately adjusts for all types of staffing changes, since predictions may have already been made for calls waiting in queue, those past predictions will have been based on staffing information which is now out of date. Therefore, scenarios where large staffing changes are continually happening can only be predicted with limited accuracy.

■Staffed agents who rarely answer calls to a split.

The EWT algorithm takes account of agents in multiple splits in its calculation. However, suppose there are many agents who are assigned to a split but spend most of their time answering calls in their other splits. If a large number of these agents are moved to or from the split, then EWT for this split may be temporarily inaccurate until it adjusts to those changes.

■Applications with widely varying call handling times.

If the majority of calls to a split are handled within a narrow range of times the accuracy of any predictor will be much greater than that for a split where call handling times are widely different.

Examples

Example 1 — EWT Routing and Passing Wait to a VRU

The following vector illustrates routing based on the wait time of a split, as well as passing wait data to the VRU. Wait time is only given to the caller if the caller is expected to wait a total of more than 60 seconds in queue. Callers who would wait more than 10 minutes are told to call back later.

Issue 4 September 1995 6-5