Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Announcing EWT enhancement - agent utilization configuration

    Posted 10-10-2022 15:45
    No replies, thread closed.

    Hi everyone, 

    We are excited to announce the release of a new feature for Estimated Wait Time that includes agent utilization configuration data to improve the accuracy of EWT prediction!

    For more details about how to configure agent utilization, please refer to - Agent utilization - Genesys Cloud Resource Center . Additionally, the document here contains more information about estimated wait time algorithm and how it factors in agent utilization settings along with other configuration settings - Genesys Cloud Developer Center.

    Thanks,

    Sanjana


    #Roadmap/NewFeatures

    ------------------------------
    Sanjana Seetharam
    Senior Product Manager
    Genesys - Employees
    ------------------------------


  • 2.  RE: Announcing EWT enhancement - agent utilization configuration

    Posted 10-12-2022 13:37
    No replies, thread closed.
    Thanks Sanjana for continuing to make EWT more accurate.  Having controls for number of interactions or time-frame for the algorithms would be a huge plus.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content