AT&T 555-230-520 manual Expected Wait Time EWT

Expected Wait Time (EWT)

Factors that Effect the Value of EWT

Factors that Cause EWT for a Split Priority Level to Increase

Most common:

■Number of calls in queue increases

■Agents logout

■Agents go on break (AUX work mode)

■Agents are moved to another split

■Agents with multiple splits answer an increasing number of calls in other splits

Other possibilities:

■Average talk time increases

■Number of calls at higher priority increases

■Number of DAC calls increases

■Number of RONA calls increases

■Number of abandoned calls decreases

■Number of calls queued in this split but answered in another decreases

Factors that Cause EWT for a Split Priority Level to Decrease

Most common:

■Number of calls in queue decreases

■Agents login (and start answering calls)

■Agents return from break (leave AUX work mode)

■Agents are moved from another split

■Agents with multiple splits answer fewer calls in other splits

Other possibilities:

■Average talk time decreases

■Number of calls at higher priority decreases

■Number of DAC calls decreases

■Number of RONA calls decreases

■Number of abandoned calls increases

■Number of calls queued in this split but answered in another increases

Issue 4 September 1995 6-9