Hmm, that is odd.
Like most statistics, it's only (even remotely) accurate if you have volume. Maybe you have almost no / very few calls?
Are you using Bullseye or Preferred Agent? These are both known to screw around with statistics.
If neither of these look to be a lead, I'd open a Care ticket and ask them to track what the call was waiting for / what the EWT actually was / why it was incorrectly reported.
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 02-21-2023 19:42
From: Jason Tran
Subject: Call EWT is showing as 0 seconds causing the in queue options to be skipped in the callflow
That what I thought but the call didn't get routed to an agent it just stayed in the queue. The other queue that did get the option showed the EWT in minutes before they were routed to an agent. We store the EWT in a participant variable. Its odd this one queue is giving 0s when the other queue used the same logic isn't.
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NA
Original Message:
Sent: 02-21-2023 19:32
From: Paul Simpson
Subject: Call EWT is showing as 0 seconds causing the in queue options to be skipped in the callflow
I believe that means that there are agents available and ready to take the call immediately?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 02-21-2023 17:57
From: Jason Tran
Subject: Call EWT is showing as 0 seconds causing the in queue options to be skipped in the callflow
Call EWT is showing as 0 seconds (PT0S) which is pulling the information from the Call.EstimatedWaitTime variable despite not routing to agent which causes certain option like callback to be skipped since the customer in queue callback option is based on a threshold.
Is the Call EWT showing as 0 seconds and issue with the queue itself?
#Routing(ACD/IVR)
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NA
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