AT&T 555-230-520 manual Expected Wait Time EWT, EWT for a Split

Advanced Vector Routing

Expected Wait Time (EWT)

EWT Routing allows you to make routing decisions based on the time that a caller can expect to wait in queue. This wait time can be predicted for a split or for a call. When predicted for a split, the wait time indicates the amount of time the caller can expect to wait if the call is queued to the specified split. When predicted for a call, the wait time indicates the time remaining that the caller can expect to wait in queue until the call is serviced from the queue. The expected wait time can also be passed to a VRU so that a caller can be notified of his or her expected time in queue. The expected-waitconditional can be used with either the goto or check-backupcommands.

Call vectoring offers several conditionals that can be used to estimate the time a caller will be delayed waiting in queue, for example, EWT, rolling ASA and Oldest Call Waiting (OCW). EWT is the most accurate of these conditionals. It takes into account more real-time and historical information than the other predictors. For example, priority level, position in queue, number of working agents, etc.

EWT is very responsive to changing call center conditions. For example, it adjusts instantly to any staffing changes in the split; if an agent moves into or out of auxiliary work mode, the wait time predictions adjust immediately.

EWT does not include the time in a call vector before the call enters a queue. It also does not include the time the call rings at a voice terminal after it is removed from the queue.

See "When to Use Wait Time Predictions" later in this chapter for a description of when the predictions are most accurate and the circumstances that will limit their accuracy.

EWT for a Split

The EWT for a split is the time that a new call would be expected to remain in queue if it were queued to the split at the specified priority level. It is generally used to determine if a call should be queued to the split.

For example, the following vector uses EWT for a split to determine if a call should be queued to that split.

1.goto step 3 if expected-wait for split 1 pri l < 600

2.busy

3.queue-to main split 1 pri l

4.announcement 3001

5.wait-time 998 secs hearing music

Figure 6-1. EWT for a Split

If there are agents available, EWT is zero.

6-2Issue 4 September 1995