Here is my lengthy list all based from the documentation which has a lot in there to wrap your head around.
What number of calls that are considered for the cached calls?
Cached calls criteria, ie are all completed calls eligible for selection?
is it the last x calls, or the last x calls +/- a few minutes?
How often does it cache calls.Call Priority
- Some companies priorities international calls for example as this costs customers international calling fees, so they want to get those calls answered faster to save the customer cost of doing business with them, calls go to the same queue as national calls as same staff same skills same departments dealing with those types calls.
- Other companies priorities calls for business reasons, perceived or actual high value calls, like reporting Fraud, or VIP customers, or high return calls.
- Or some priorities internal calls so the customer doesn't have to wait all over again when transferred.
- And some have a mix of all of those.
However since the EWT assumes all future calls will be at the end of the queue, how does this call prioritization impact the EWT calculation, and what are some options and best practice for mitigating this. Eg is it best practice to have separate queues for any prioritized calls despite resulting in duplicate queues, or having big general queues for cases like the international callers.AHT
What happens with staff who leave interactions open when the go on break/lunch... Their completed interaction will have inflated AHT - And yes staff shouldn't be doing this, but people will be people.
What, behaviors like that or other practices, settings, can really impact the EWT calculation to watch out for?UpperEWT and LowerEWT
Can we get an explanation from a non statistician point of view how these are calculated, why its used and the impact to the final result.
How many calls are considered here, is it the same as above, or a subset of those calls, or a fresh cache?
Some calls due to priority for example might be completed faster than most other calls so lower AWT, but if you get a small group of these in a row, then the next call might hit the lower quartile bound and a LowerEWT will be used which might not be accurate for the current call.
What are some other common scenarios o watch out for that will get calls evaluated at the lower and upper quartiles, and is there any suggestions for mitigating them.General
How much does staff going Off Queue for breaks/meetings etc impact the EWT calculation compared to what might actually be expected.
Does the EWT value in Architect or from the API update as the call spends more time in Q or does it remain static, calculated only once for each call.
When using the EWT variable in Architect, is it using
Sent: 01-14-2022 11:55
From: Matt Lawson
Subject: EWT Calculations - What Questions Do You Have?
The Q&A Show will be coming out of its holiday hibernation, and we've got a hot episode on our hands. All I need to know is what questions do you have about EWT Calculations?
Our season premier's topic was handpicked by @Anton Vroon. If you follow the Genesys Casual Community, you'll see where Anton took me to task playing Brick Breaker in the AppFoundry, and his prize was picking this episode's topic - EWT Calculations.
It took me a little while to find the right experts, but I've got some great guys joining for the recording and we'd love to hear what you want to hear about. To submit a question for our experts, reply to this discussion or email GenesysCommunity@Genesys.com. You have until next Thursday (1/20/22) to get your questions in.
Hope everyone is having a great start to the new year and more announcements to come.
Genesys - Employees
Online Community Manager