Installation guide

Configuring expected wait time 2-47
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To improve the expected wait time estimate for a queue
1 Choose the Distribution \ Expected Wait Time tab in the Queue dialog.
2 Enter the following parameters:
•
Minimum agent count. If you enter a minimum agent count, the expected wait time
estimate will never be based on fewer available agents than this number, even if there
are in fact fewer available agents. A minimum agent count makes the calculation
more accurate over brief drops in agent availability.
For example, if the queue is redirecting calls based on expected wait time, it can be
vulnerable to agents taking short breaks or a general shift changeover. With fewer
available agents, even for a moment, the expected wait time rises and incoming calls
may be redirected when there would have been agents available in a few minutes to
take them. Entering a minimum agent count overcomes that problem.
•
Estimated average call length. This number is crucial to the accuracy of the expected
wait time calculation. Enter the average length of a call in this queue, in seconds.
Include only the talk time plus wrap-up time, not the wait time.
Release 2.0 Service Pack 1
April 2011