EWT calculation

[Vikram Kachale]

Hi,

I am working on EWT formula with a route call to different destination if the EWT is >180 seconds,

Below is the formula tried,

ValidValue(((SkillGroup.SY1_CMC_Tech_01.RouterCallsQNow+1)*(ValidValue(SkillGroup.SY1_CMC_Tech_01.AvgHandledCallsTimeTo5,20))/max(SkillGroup.SY1_CMC_Tech_01.Ready,(SkillGroup.SY1_CMC_Tech_01.TalkingIn+SkillGroup.SY1_CMC_Tech_01.TalkingOut+SkillGroup.SY1_CMC_Tech_01.TalkingOther))),100)

My question is how do I reach value 180 seconds from this.

I have set variable(PV2) created with this formula and using IF node (IF PV2>180)

My question here is, how do I reach to180 value?

Thank You!

[Geevarghese Cheria]

Hi Vikram,

If  you have CVP 8.5 ES3 or later, the estimated wait time would be calculated dynamically on the reporting server,  after being calculated on the ICM script.

Please refer - CCE Script for Courtesy Callback  for related information.

Thanks and Regards,

Geevarghese