Question
I want to know how Chronicall and Avaya Call Reporting calculate Multimedia's/Contact Center's Estimated Wait Time.
Answer
This value is achieved by calculating the average wait time for all calls in each individual Multimedia skill over the last 2 hours. Each skill will have a different time based on the last 2 hours of calls.
Every call is assigned a cost. This cost is equal to the amount of time a call was waiting * the number of agents that were signed into the skill.
- NOTE: Estimated wait time does not look at the queue timeout setting for a skill. If your queue is timing out before the call is answered, we would recommend removing the announcement or taking steps to improve call handling time. This will ensure the call can be answered before timing out to another destination, as this can cause a customer to hear 20 minutes of estimated wait time for a skill group, but then timeout to another destination before being answered.
Granular Details
For example, let's say the following call costs 8 agent minutes if they waited for 2 minutes when the skill had 4 agents. These values are averaged for the last two hours of calls, with calls older than two hours from the time connected to the agent, removed from the equation when we calculate this value.
So, if one call had 8 agent minutes and another had 100 agent minutes, we'd assume the next call to have 108/2 or 54 agent minutes.
Whenever an estimated wait time request comes up, we look at the number of agents logged into the skill and divide the call's agent minutes by the number of agents. If 2 agents were signed in for this 54-agent-minute call, it would give an estimated wait time of 27 minutes.
It does also take into account the amount of time they've been in the queue, and the number does decrease as they spend more time in the queue, but this also updates as more calls ahead get answered since the overall average is calculated every time it's requested.