(9.2+) EWT Calculation
The On-Premise Callback system provides several algorithms that are customized for different environments.
EWT Algorithm
Always save changes to settings before making changes to another algorithm.
Setting | Function |
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Agent Weighting | A dynamic array based on the size of the agent group when ACD can provide real time.
|
Agent-Adjusted History | A static array that does not adjust based on the number of agents currently staffed in the contact center.
|
Rolling History |
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Default Number of Agents
Description | Values |
---|---|
| Valid: 0 - 999 Default: 1 |
Default Average Call Handle Time
Description | Values |
---|---|
| Valid: 00:00:00 - 23:59:59 Default: 00:00:45 |
Reset on Mode Change (to Normal)
Description | Values |
---|---|
| Valid: ON/OFF Default: ON |
Use this setting first thing in the morning to clear your EWT calculations of last night's data.