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Estimated Wait Time Calculation

  • 1.  Estimated Wait Time Calculation

    Posted 14 days ago
    In PureCloud documentation, it states that Estimated Wait Time (EWT) uses metrics from the "previous week down to the half hour interval from the current queue."  Is it really in the best interest of a caller to hear their EWT based on the previous 7 days worth of activity?  Is there any way this could be shortened to the "previous XX intervals" or perhaps the "previous XX calls"?

    Or, can someone help me understand?  I'm not sure I quite get the logic of an EWT Variable based on 7 days worth of calls in a contact center.
    #Routing(ACD/IVR)

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    Trent
    Avtex
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  • 2.  RE: Estimated Wait Time Calculation

    Posted 13 days ago
    As i understand it, the EWt is calculated like this:
    avarage handle time (for calls in the last seven days) * position in queue / available agents * ( 1 - abandon rate)

    example:
    aht: 50s
    position in queue: 10
    agents on queue: 5
    abandon rate: 2%

    (50 * 10 / 5) * ( 1 - 0.02)
    = 100 * 0.98
    = 196 seconds

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    Thomas Karlshoj
    HI3G Denmark ApS
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  • 3.  RE: Estimated Wait Time Calculation

    Posted 13 days ago
    Correct.  The previous 7 days.

    If I call into a call center Wednesday morning at 10:00 AM, why should anything that happened the previous Thursday, Monday's off hours, or over the previous weekend be impacting the EWT I hear as the caller?  Call center traffic is constantly changing.  Media types are prone to remain in queue waiting on an agent, or even remain in queue connected to agents for prolonged periods of time (think Callbacks and Emails).

    Again - what is the logic of taking into account those metrics for the previous 7 days worth of activity?

    Would it not be more accurate to allow a customer, through the EWT tool in Architect, to determine how many previous intervals to base this information on?  Or how many previously connected interactions?  Or better yet, just have the EWT tool in Architect look at the previous 30 or 60 minutes OOB?

    PureConnect and PureEngage function this way.  Most competitors function this way.  And the incumbent systems we are replacing with PureCloud for our customers function this way.

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    Trent Vance
    Avtex
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  • 4.  RE: Estimated Wait Time Calculation

    GENESYS
    Posted 13 days ago

    Trent,

    I am part of the team that build the EWT api. You are absolutely right that there are some cases where more recent data point give a better estimate on the handle time. We mainly chose a week to capture the average to smooth it out over different time period of the day, i.e. beginning and end are usually very hard to predict using recent data.  

    Let us know if the result of the current EWT is not accurate based on your observation, and we can take a look and see what's affecting it. As far as being able to change the interval of aggregation of those metrics, at the moment this is not being supported at the individual customer level.

    That being said, we are putting in some effort in enhancing all of the data we use for calculating EWT with machine learning and AI tech. That's in the roadmap as part of the overall enhancement to EWT. This will take in all the pattern and behavioral changes (time of the day, day of the week, recent fluctuation, system load) into account when calculating EWT and make it that more accurate.



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    Wei Xun Ter
    Genesys - Employees
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  • 5.  RE: Estimated Wait Time Calculation

    Top 25 Contributor
    Posted 12 days ago
    @Wei Xun Ter I know that recently we had issues with a large client over the holiday season, they had peek calls these days where wait times were over an hour, and the EWT was telling customers that it was 12-14 minutes.

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    Angelia Harper
    Avtex
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  • 6.  RE: Estimated Wait Time Calculation

    GENESYS
    Posted 11 days ago

    Angelia,

    Would love to dig deeper into this. Have you created a care ticket for us to look at. Keeping in mind that there's a lot of moving pieces to consider too when it come to a longer than expected Estimated Wait Time. Currently the system doesn't predict if an agent or more is going to be taken out from the queue, in this case for example a initially predicted EWT would be shorter than what the actual wait time will be with less staff.

    If you have the reports, you can check if the AHT for the hour or day is significantly different from others. If not, most likely there's other factor that's in effect. 

    Going back to my original comment, we are working on a better solution that would also incorporate agent going in and out of queue, and availability probability of agents that serve multiple queue on a specify queue, etc.

    Thanks,



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    Wei Xun Ter
    Genesys - Employees
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