Max Retry Ratio

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Quick access: Callback > Call Targets > Your Call Target > Registration Settings

The Max Retry Ratio setting gives you the ability to attempt to normalize the Forecast Waitlist Size by taking retries into account. By setting the Max Retry Ratio to a positive value, you can increase the amount of time estimated for waitlisted calls to be made. By setting a negative value, you can decrease the estimate.

image of E.C.B.T. settings

When Max Retry Ratio is configured, the value entered will override the default calculation. When Max Retry Ratio is not configured, the system will automatically apply a ratio based on the following formula:

Default retry ratio = Forecast Waitlist Size / Maximum Forecast Waitlist Size Over the Past 24 Hours

To learn more about how ECBT is calculated, see Understanding Estimated Callback Time (ECBT).