Factors that decrease EWT for a split priority level

Last Updated : Oct 03, 2012 |

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.