Factors that increase EWT for a split priority level

Last Updated : Oct 03, 2012 |
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The most common causes for an increase in EWT for a split priority level are:
  • The number of calls that are in queue increases.
  • Agents log out.
  • Agents go on break or are otherwise in the AUX work mode.
  • Agents are moved to another split.
  • Agents with multiple splits answer an increasing number of calls in other splits.
Following are the other conditions that can increase the EWT for a split priority level:
  • The average talk time increases.
  • The number of calls at a higher priority increases.
  • The number of direct agent calls increases.
  • The number of RONA calls increases.
  • The number of abandoned calls decreases.
  • The number of calls that are queued in this split but answered in another decreases.