Factors that decrease EWT for a split priority level

Last Updated : Oct 03, 2012 |
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The most common causes for a decrease in EWT for a split priority level are:
  • The number of calls in queue decreases.
  • Agents log in and start answering calls.
  • Agents return from break or otherwise are no longer in the AUX work mode.
  • Agents are moved from another split.
  • Agents with multiple splits answer fewer calls in other splits.
The following conditions can reduce the EWT for a split priority level:
  • The average talk time decreases.
  • The number of calls at higher priority decreases.
  • The number of direct agent calls decreases.
  • The number of RONA calls decreases.
  • The number of abandoned calls increases.
  • The number of calls queued in this split but answered in another increases.