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  • 1.  New Feature - Configure labels to manage interactions - EWT

    Posted 03-11-2024 21:34
    No replies, thread closed.

    New feature being released this week "Configure labels to manage interactions" - Does anyone have any details around the EWT portion

    "Developers can now use an improved estimated wait time that includes utilization label data in its calculations." - Like can we set labels for calls with priority x, and then get the EWT for just those calls starting with a higher priority? vs those calls without? Or is this more around the agent utilization aspect?

    The link to Improved EWT is unchanged from what it use to be.


    #Reporting/Analytics
    #SystemAdministration

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    Anton Vroon
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  • 2.  RE: New Feature - Configure labels to manage interactions - EWT

    Posted 03-12-2024 23:55
    No replies, thread closed.

    Has anyone seen this deployed yet?  Hopefully tomorrow we will see it.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: New Feature - Configure labels to manage interactions - EWT

    Posted 03-15-2024 13:00
    No replies, thread closed.

    Does anyone know if the Utilization label will be visible anywhere for reporting purposes? Would love to see it in Queue Activity Detail and Interaction Views



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    Shelby Cronk
    C1
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