KOHagan | 2021-02-11 04:17:16 UTC | #1
I've read through the EWT documentation and couldn't really find anything that would break down or explain how a rescheduled callback would effect the EWT calculation.
Within our business, when a callback is presented to an agent they will call out. If no answer they leave a VM and reschedule it to enter the queue 5-15min later. This repeats up to 3 times until the caller is reached or at the 3rd attempt we end the callback.
Generally our EWT between Callback and Voice calls is pretty similar but once a year we hit extreme volumes and have upwards of 900+ callbacks in queue and 80% or more could 2+ reschedules booked. The duration on these callbacks can last over 20 hours.
Any help understanding this is appreciated!
system | 2021-03-14 04:17:18 UTC | #2
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