Enabling EWT calculation

Last Updated : Jun 01, 2023 |

About this task

The expected wait time (EWT) for calls is an estimate of how long a caller waits in queue before an agent answers the call. This estimate does not include the time that the call spends in ringing at an endpoint.

To calculate EWT, you can set the ewt_calls_for_connect_rate value. The default value is 10. You can enter any value between 10 and 100.

You can also set the frequency at which Configuration Server calculates EWT. The default value is 30 seconds.

Use the following procedure to enable EWT calculation in Configuration Server.

Procedure

  1. On the Configuration Server web portal, go to Components > acdss > Configurations > Edit Configuration.
  2. On the Edit Configuration page, in the ewt_calls_for_connect_rate field, enter a value between 10 and 100.
  3. To enable EWT calculation for every incoming call, select the following options:

    • ewt_enable_queue_position_connect_rate

    • ewt_enable_offer_event

    Alternatively, to disable EWT calculations for incoming calls, do not select the options.

  4. To set the calculation frequency, in the ewt_aawt_calc_frequency field, enter a value in seconds.

    The default value is 30 seconds.