(9.0+) EWT Algorithm - Agent-Weighting
- Settings for the EWT Algorithm determine how wait time is estimated for each individual call.
- May alternatively use EWT Algorithm - Rolling History or EWT Algorithm - Agent Adjusted History.
Always save changes to settings before making changes to another algorithm.
EWT Multiplication Factor (%)
Description | Values |
---|---|
| Valid: 0 - 200 Default: 100 |
Default Sample Data
- Used to fill empty spots in the array.
- As calls are answered, actual data pushes out the default data.
Values | Description |
---|---|
Per Call Wait Time (PCWT) |
|
Default Calculation | The Default Average Call Handle Time ÷ Default Number of Agents is used to populate all values in the array and if expanding the array. |
Default Calculation with Reset on Change |
|
Default Sample Data Calculation
Determines whether a median or an average is used:
- when initializing or expanding the array of samples.
- to calculate the PCWT.
Values | Description |
---|---|
Average | An average is used to calculate the EWT based on the samples in the array. |
Median | A median is used to calculate the EWT based on the samples in the array. |
Tip
- When the queue is less predictable or has low volume, choose a sub-algorithm that uses a median.
- When the queue is more predictable or has a higher volume, use a sub-algorithm that uses an average.
Minimum Number of Samples
Description | Values |
---|---|
| Valid: 2 - 36161 Default: 2 |
Maximum Number of Samples
Description | Values |
---|---|
| Valid: 2 - 36161 Default: 5120 |
Adjust Number of Agents (%)
Description | Values |
---|---|
| Valid: 1 - 100 Default: 2 |
Number of Samples Multiplier
Description | Values |
---|---|
| Valid: 2 - 42740 Default: 2 |
Important
You must change one of the following variables before changes to this variable take effect:
- Default number of agents
- Adjust number of agents (%)
Sample Expiration Time
Description | Values |
---|---|
| Valid: 00:00:00 - 23:59:59 Default: 00:00:00 (not used) |
Abandon Algorithm
Description | Values |
---|---|
| Valid:
Default: Mean of Abandon Samples |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Abandon Percentage Rate
Abandon Adjustment Threshold
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.
Description | Values |
---|---|
| Valid: 00:00:00 - 01:00:00 Default: 00:00:00 = OFF |
Abandon Average Percentage Rate
Description | Values |
---|---|
Use this setting to automatically assume a certain percentage of calls will abandon when calculating EWT before a sample has developed. | Valid: 0 - 100 Default: 0 |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Abandon Percentage Rate
Maximum Abandon Array Size
Description | Values |
---|---|
Maximum number of abandon event samples allowed in the Abandon array. | Valid: 2 - 42786 Default: 25 |
Maximum Abandon Percentage Rate
Description | Values |
---|---|
| Valid: 0 - 100 Default: 0 |
Abandon Sample Expiration Time
Description | Values |
---|---|
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) |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Percentage Rates
EWT Multiplication Factor (%)
Description | Values |
---|---|
| Valid: 0 - 200 Default: 100 |
Default Sample Data
- Used to fill empty spots in the array.
- As calls are answered, actual data pushes out the default data.
Values | Description |
---|---|
Per Call Wait Time (PCWT) |
|
Default Calculation | The Default Average Call Handle Time ÷ Default Number of Agents is used to populate all values in the array and if expanding the array. |
Default Calculation with Reset on Change |
|
Default Sample Data Calculation
Determines whether a median or an average is used:
- when initializing or expanding the array of samples.
- to calculate the PCWT.
Values | Description |
---|---|
Average | An average is used to calculate the EWT based on the samples in the array. |
Median | A median is used to calculate the EWT based on the samples in the array. |
Tip
- When the queue is less predictable or has low volume, choose a sub-algorithm that uses a median.
- When the queue is more predictable or has a higher volume, use a sub-algorithm that uses an average.
Minimum Number of Samples
Description | Values |
---|---|
| Valid: 2 - 36161 Default: 2 |
Maximum Number of Samples
Description | Values |
---|---|
| Valid: 2 - 36161 Default: 5120 |
Adjust Number of Agents (%)
Description | Values |
---|---|
| Valid: 1 - 100 Default: 2 |
Number of Samples Multiplier
Description | Values |
---|---|
| Valid: 2 - 42740 Default: 2 |
Important
You must change one of the following variables before changes to this variable take effect:
- Default number of agents
- Adjust number of agents (%)
Sample Expiration Time
Description | Values |
---|---|
| Valid: 00:00:00 - 23:59:59 Default: 00:00:00 (not used) |
Abandon Algorithm
Description | Values |
---|---|
| Valid:
Default: Mean of Abandon Samples |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Abandon Percentage Rate
Abandon Adjustment Threshold
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.
Description | Values |
---|---|
| Valid: 00:00:00 - 01:00:00 Default: 00:00:00 = OFF |
Abandon Average Percentage Rate
Description | Values |
---|---|
Use this setting to automatically assume a certain percentage of calls will abandon when calculating EWT before a sample has developed. | Valid: 0 - 100 Default: 0 |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Abandon Percentage Rate
Maximum Abandon Array Size
Description | Values |
---|---|
Maximum number of abandon event samples allowed in the Abandon array. | Valid: 2 - 42786 Default: 25 |
Maximum Abandon Percentage Rate
Description | Values |
---|---|
| Valid: 0 - 100 Default: 0 |
Abandon Sample Expiration Time
Description | Values |
---|---|
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) |
Important
You must activate the following variables before this variable takes effect:
- Abandon Adjustment Threshold
- Maximum Percentage Rates