Call selection measurement

Last Updated : Apr 29, 2013 |

Communication Manager uses a call selection measurement to calculate the wait time for calls in a queue.

The call selection measurement that you administer on the Feature-Related System Parameters screen is applicable to all skills.

Current Wait Time

Current Wait Time (CWT) or Oldest Call Waiting (OCW) is the time that a call is in the queue.

If you use CWT, Communication Manager delivers the oldest call to an available agent regardless of the agent skill.

Predicted Wait Time

Predicted Wait Time (PWT) is the time that a call will wait in the queue if an available agent does not receive the call.

The following table describes call selection with PWT.

Call

Time in seconds spent in the queue

PWT in seconds

A

10

35

B

20

5

As indicated in the table, PWT is 5 seconds for call B and 35 seconds for call A. As the total wait time for call B is 25 seconds, which is less than the total wait time for call A, Communication Manager selects call A before call B.