Please confirm expected EWT behavior in the following scenario:
-There are 2 queues with SAME set of agents
-Queue A has 100 people waiting
-Queue B has 0 people waiting
-All agents are activated in both queue
-Someone calls in for Queue B.
EWT1 = (AHT * PiQ / AA) * (1 - ABN)
Based on PureCloud's EWT calculation logic, is there a possibility that this new caller in Queue B would be given a very low (And inaccurate) EWT, since their PiQ is 1 and the AA would be relatively high, even though the agents would be distributed ~100 calls from Queue A before any of those agents became available to take the single call in Queue B (Because the ~100 calls in queue A will have higher wait time, therefor they will get assigned to the agent first)
From the developers portal, AA – Active Agents, i.e. the total number of active (logged in) agents in the target queue at the instance the request is made takes into consideration of the following:
AA - When an agent is activated in multiple queues Nq, it is assumed that the agent's availability to handle an interaction from each queue is an equal proportion of its time (1 / Nq).
Does this guarantee that, even the there are 2 queues with SAME set of agents. The EWT will be relatively accurate for both of these queues?
#Implementation------------------------------
Arunachalam Balaji
Genesys - Employees
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