Installation guide

Configuring expected wait time 2-48
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To get the best estimate, use the Queue Monitor’s Avg. Talk Time statistic at the end
of a period or shift (see “The Queue Statistics pane” on page 6-8), and the Activity
History by Queue report (see “Activity History by Queue report” on page 7-23). More
importantly, base the number on your overall experience with the queue.
If you have agents who work in multiple queues, make this number higher to account
for the time they spend in calls from other queues. In general, you can adjust this
number to correct for expected wait time inaccuracies, as described in“Correcting
expected wait time inaccuracies” on page 2-48.
•
Minimum wait time. If you enter a minimum wait time, the calculated expected wait time
will never be less than this number, even when it otherwise would have been. Using a
minimum wait time can avoid inaccurate results for the first callers into a queue. Note that
if an agent is ready when a call enters the queue, the expected wait time is still 0 and the
call is sent immediately to that agent.
3 Click OK to save the queue as you have defined it so far or go to the next section, “Correcting
expected wait time inaccuracies.”
Correcting expected wait time inaccuracies
Various factors may cause the expected wait time calculation to consistently be too high or too
low. For example, agents working in multiple queues at once can cause it to be too low.
You can easily adjust the expected wait time result by adjusting the
Estimated average call
length
number. See the previous section, “Improving the expected wait time estimate” on page
2-46. Raising this number makes the expected wait time result higher; lowering it makes the
result lower.
You can also adjust the 6 seconds that is added to the expected wait time (displayed at the
beginning of the expected wait time calculation on page 2-45). To do so:
1 Add the following registry key to the Wave Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\Televantage\Server\Settings\E
xpWaitRingCycleLength
2 Specify the added time in milliseconds.
Release 2.0 Service Pack 1
April 2011