Isabella,
From the documentation you link:
NumberOfAgents: The number of agents activated and online (On Queue) in the queue when the EWT inference was done for the completed interaction at a point in time in the past.
If your agents are in a Training status, then they are not On Queue, so won't be considered. (On Queue is when the border of the avatar picture is blue).
Now, if during training, the Agents go On Queue, then they will be counted (if they are active in the relevant queue) but there is also a chance they will receive a live call. For this reason, if your Agents need to be taking training calls, you would de-activate them in the production queues.
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 09-02-2024 23:21
From: Isabella Clutterham
Subject: Does Off Queue status impact estimated wait time?
Hi Genesys community!
I wonder if anyone can please help me understand a minor detail about the calculation used for EWT?
If an agent has a queue activated, but is currently using training or available status (for instance) will that agent be considered in the EWT calculation for calls in the queue?
I feel the information in the knowledge article can be interpreted either way (number of agents activated and online for the target queue)
Overview of Improved Estimated Wait Time (genesys.cloud)
In the last 2 days, my team have had a lot of new agents in training (another 50% on top of the number we currently have on queue). The new staff have been activated on our Service queue and have been in training status. Whether or not it's a coincidence, we have also in the last 2 days received a lot of feedback from customers about the wait time being inexact (2 min wait when we would expect 30 min for example). Test calls have shown that there is a great amount of fluctuation in the EWT call to call even a few minutes apart.
(If it's relevant, the metric used in the inQueue flow is Call.EstimatedWaitTime)
Is this something that can be explained by my training agents needing to deselect the Service queue? I would be interested to hear any other thoughts you have or best practice around queue management to ensure the most accurate EWT.
Many thanks in advance,
Isabella
#Routing(ACD/IVR)
#Telephony
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Isabella Clutterham
Automation Solution Analyst & Developer
BEYOND BANK AUSTRALIA
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