• A factor that is multiplied by the calculated base EWT in order to increase or decrease it.
• Use tofine-tune your EWT if the system-calculated EWT is off.
• If the VHT Callback^® system quotes the EWT as later than the actual callback, you can decrease this value to make the EWT more accurate.
• If Callback quotes the EWT as sooner than the actual callback, you can increase this value to make the EWT more accurate.

Valid: 0 - 200

Default: 100

• Current per call wait time initially populates all values of the array.
• Also used when expanding the array.

• The Default Average Call Handle setting is used.
• Array reset if Default Average Call Handle Time changed.

• Sets the smallest possible size of the EWT array.
• Use to require a minimum number of samples.

Valid: 2 - 36161

Default: 2

• Sets the largest possible size of the EWT array.
• Use to limit the number of samples.

Valid: 2 - 36161

Default: 5120

• The EWT array size is determined by the size of the agent population.
• The array size may then be adjusted by a percentage according to this setting.

Valid: 1 - 100

Default: 2

• A factor that is multiplied by the Default Number of Agents setting to establish the number of samples in the array.

Valid: 2 - 42740

Default: 2

• Sets the amount of time before an EWT sample expires and is replaced.
• The replacement value is determined by the Default Sample Data.
• When set to 00:00:00, this setting is not used.

Valid: 00:00:00 - 23:59:59

Default: 00:00:00 (not used)

• Used if Abandon Adjustment Threshold is set to anything other than 0.
• Determines whether to calculate the mean or median value of the abandon array.
• Determines whether to modify the standard EWT calculation to take into account the number of calls abandoned before the last answered hold call took place and the number hold calls in queue when that hold call first arrived in queue.

Valid:

• Mean of Abandon Samples
• Median of Abandon Samples

Default: Mean of Abandon Samples

• Determines which abandoned calls are considered in the abandon array. The value is an amount of time in seconds.
• For example, if this setting is set to 120, any calls that disconnect before they have been in the queue for 2 minutes are not counted as abandoned calls.
• Use this setting to omit calls from the abandon array when callers hang up shortly after entering the queue.

Valid: 00:00:00 - 01:00:00

Default: 00:00:00 = OFF

• The initial value used for all slots in the EWT array when there are no samples in the abandon array.
• Use this setting to automatically count a certain number of calls as abandoned when calculating your EWT before a sample has developed.

Valid: 0 - 100

Default: 0

Valid: 2 - 42786

Default: 25

• Sets the maximum percentage of calls in queue to be considered as likely abandons when calculating EWT.
• For example, if you set this setting to 20, 20% of calls that are holding in the queue would not be counted in the EWT because these callers will likely abandon their calls before their turn.
• A lower value affects EWT less. A higher value affects EWT more.

Valid: 0 - 100

Default: 0

Sets the amount of time that an abandon sample is valid before it is replaced by the next valid abandon event.

When set to 00:00:00, this setting is not used.

Valid: 00:00:00 -23:59:59

Default: 00:00:00 (not used)