Expected Wait Time (EWT)

Dynamic Percentage

A Release 9 Percent Allocation feature that, when activated, automatically

Adjustment

adjusts agents’ target allocations to help meet predefined service level

 

targets.

Dynamic Queue

A Release 9 feature that, when activated, allows you to queue calls from

Position

multiple VDNs to a single skill, while maintaining different service objectives

 

for those VDNs.

Dynamic Threshold

A Release 9 feature that, when activated, works with Service Level

Adjustment

Supervisor to automatically adjust overload thresholds to meet predefined

 

service level targets.

EAD

See Expert Agent Distribution (EAD).

EAS

See Expert Agent Selection (EAS).

Entity

A generic term that refers to one of the following: Agent, Agent Group, Split

 

or Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code.

Error message

A response from a program that indicates a problem has occurred or that

 

something unexpected has happened on the system that requires your

 

attention.

EWT

See Expected Wait Time (EWT)

Exception

A type of activity on the ACD that falls outside of the limits you have defined.

 

An exceptional condition is defined in the CMS Exceptions subsystem, and

 

usually indicates abnormal or unacceptable performance on the ACD by

 

agents, splits or skills, VDNs, vectors, trunks, or trunk groups.

Exception reports

Reports that display occurrences of unusual call-handling events.

Expected Wait Time

An estimate of how long a caller will have to wait to be served by a contact

(EWT)

center while in queue, considering the current and past traffic, handling time,

 

and staffing conditions.

 

Time spent in vector processing before being queued and the time spent

 

ringing an agent with manual answering operation is not included in the EWT

 

prediction. Beginning with the G3V5 and R3V5 CMS, the EWT is a

 

switch-based calculation.

Avaya Business Advocate User Guide

February 2006 147

Page 147
Image 147
Avaya 3.1 manual Ead, Eas, Ewt