(9.0+) EWT Algorithm - Agent-Weighting

EWT Multiplication Factor (%)

DescriptionValues
  • 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

Default Sample Data

  • Used to fill empty spots in the array.
  • As calls are answered, actual data pushes out the default data.
ValuesDescription
Per Call Wait Time (PCWT)
  • Current per call wait time initially populates all values of the array.
  • Also used when expanding the array.
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
  • The Default Average Call Handle setting is used.
  • Array reset if Default Average Call Handle Time changed.

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.
ValuesDescription
AverageAn 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

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

Valid: 2 - 36161

Default: 2

Maximum Number of Samples

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

Valid: 2 - 36161

Default: 5120

Adjust Number of Agents (%)

DescriptionValues
  • 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

Number of Samples Multiplier

DescriptionValues
  • 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

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

DescriptionValues
  • 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)

Abandon Algorithm

DescriptionValues
  • 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

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.

DescriptionValues
  • 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 in the abandon calculation.
  • 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

Abandon Average Percentage Rate

DescriptionValues
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

DescriptionValues
Maximum number of abandon event samples allowed in the Abandon array.

Valid: 2 - 42786

Default: 25

Maximum Abandon Percentage Rate

DescriptionValues
  • 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

Abandon Sample Expiration Time

DescriptionValues

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 (%)

DescriptionValues
  • 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

Default Sample Data

  • Used to fill empty spots in the array.
  • As calls are answered, actual data pushes out the default data.
ValuesDescription
Per Call Wait Time (PCWT)
  • Current per call wait time initially populates all values of the array.
  • Also used when expanding the array.
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
  • The Default Average Call Handle setting is used.
  • Array reset if Default Average Call Handle Time changed.

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.
ValuesDescription
AverageAn 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

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

Valid: 2 - 36161

Default: 2

Maximum Number of Samples

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

Valid: 2 - 36161

Default: 5120

Adjust Number of Agents (%)

DescriptionValues
  • 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

Number of Samples Multiplier

DescriptionValues
  • 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

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

DescriptionValues
  • 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)

Abandon Algorithm

DescriptionValues
  • 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

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.

DescriptionValues
  • 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 in the abandon calculation.
  • 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

Abandon Average Percentage Rate

DescriptionValues
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

DescriptionValues
Maximum number of abandon event samples allowed in the Abandon array.

Valid: 2 - 42786

Default: 25

Maximum Abandon Percentage Rate

DescriptionValues
  • 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

Abandon Sample Expiration Time

DescriptionValues

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