Factors that increase EWT for a split priority level

Last Updated : Oct 03, 2012 |

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.