Depending on how the EWT condition is used in a vector step, the predicted wait time calculation is derived by the following rules:
If the call is currently queued to a split, the EWT is based on the actual current position of the call in the queue at a particular priority level and the rate of service of calls from the queue at that priority level.
If the call is not yet queued to a split, the EWT is based on the assumption that the call is placed at the end of the queue.
EWT also adjusts for many other factors such as multiple split queuing, call handling times, and the impact of direct agent calls on the wait time of other calls to the split. The algorithm adjusts EWT immediately for changes in staffing, such as agents logging in or taking breaks in the AUX work mode.
The EWT can also be passed to a VRU so that a caller can be notified of the expected time in queue. The expected-wait condition can be used with either the goto or check commands.
Call Vectoring offers several conditionals to estimate predicted wait time on a queue, including EWT, rolling ASA and Oldest Call Waiting (OCW), but EWT uses the most accurate method of prediction. EWT checks the real-time and historical information, such as priority level, position in queue, and number of working agents.
EWT is responsive to changing call center conditions. For example, EWT adjusts instantly to any staffing changes in the split, or if agents moves in or out of auxiliary work mode, the wait time predictions immediately adjust.
EWT does not include the time in a call vector before the call enters a queue. It also does not include the time that the call rings at a telephone after it is removed from the queue.
