EWT ACR

[tecnouser]

Hi all,
I made an ACR configuration for a call center, with a pilot having two rules, first one with an waiting queue and the second with an acr activated waiting room, the EWT is calculated and working for the first one but noway with the second one , can any one confirm that the EWT works only with the regular waiting queue only.

Any help will be more than appreciated
Good day

[tgn]

what do you want to do? explain it a bit more, please.

regards...

[tecnouser]

Hi there,

the config is as follows: I have a statistic pilot routed to a pilot and then to an ACR waiting room and then to an agent groupe , the issue is can't use Expected Waiting Guide in the waiting room as the system seems that its not calculating it ( EWT is always equal to 0 in the acr debug screen) and hence I can't use dissuation rule based in EWT calculation
Regards

[tgn]

so, how is the script that you use?

regards...

[tecnouser]

I'm off site ,so I will post it tomorrow

Regards

[oldboy]

I dont believe EWT will work with ACR same a position in Queue doesnt work either with ACR enabled!!!

[tgn]

hmm... i've never used it before, but there is a Expected Waiting Time Variable.

Code: Select all

5.2.5.2.9 EXPECTED_WAITING_ TIME
The variable EXPECTED_WAITING_ TIME represents the anticipated waiting time for a call routed to a waiting room (in seconds).
Example:
IF (EXPECTED_WAITING_ TIME >= %120)

so it seams to work somehow... in logic it can be filled only after the system determined the possible agent list.
that's why i ask for more specific, how he was try to use it.

regards...

[tecnouser]

Hi All,

The issue has been solved , the first used script was based on the LIT rule only this way the system seems not to be able to calculate the EWT but after adding the ISM rule the estimated waiting time is calculated this way: at first when entering the waiting room and secondo after each reselection timeout
the script used is:

START
IF (EXPECTED_WAITING_TIME < %600) /* put the same value as WRoom Max waiting time */

APPLY
RULE_ISM CHARACTERISTICS_LIST,
RULE_IDLE_TIME
RESELECTION_TIMEOUT = %10
ELSE
APPLY
RULE_REDISTRIBUTION
ENDIF
END


Thanks for all the posting

Regards

[tgn]

nice, thanks for sharing the solution!

regards...