Morning!
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 have 2 or more rescheduled attempts booked. The duration on these callbacks can last well over 20 hours.
Overnight we generally have 3 staff working and answering these callbacks, and the EWT consistently stays around 4 hours (2 hrs for voice). I've looked over many interactions and overnight it is taking around 7 or more hours to return the callbacks. So I'm just trying to make sense of the calculations as we've had caller escalations over the EWT that is being announced.
Any help understanding this is appreciated!
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
------------------------------