The Minimum Number of Data Points to Average setting can be used along with the Minimum Averaging Window (Minutes) setting to customize the calculation of the average seconds per agent answer metric. The average seconds per agent answer is then used to calculate the Estimated Callback Time (ECBT) for a Call Target.

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

Under normal circumstances, the averaging window for the average seconds per agent answer metric will be determined by the Minimum Averaging Window (Minutes) setting. However, it is possible that there may not be enough samples within the averaging window to calculate a meaningful average. If the number of samples within the averaging window is lower than the Minimum Number of Data Points to Average, then the averaging window will be extended until the minimum number of data points has been obtained.

Example

Consider the following example:

• Minimum Averaging Window (Minutes) = 20
• Minimum Number of Data Points to Average = 6

If only four agent answer events are detected after 20 minutes, then the averaging window will continue to remain open. If one more agent answer event is detected, for a total of five, the window will still remain open. Once the sixth event is detected, the system will use the previous six samples to calculate the average seconds per agent answer, even if it took more than 20 minutes to obtain the data.

By default, Minimum Number of Data Points to Average is set to 6.

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