Expected Wait Time (EWT) uses an algorithm to predict the wait time for a

skill or a call. Using EWT as a conditional step can help you control your

customer’s wait time and your agents’ productivity. The EWT algorithm

takes into consideration and adjusts for priority levels, call handling times,

and changes in staffing. It is best suited for medium to high volume

environments and is the most accurate Call Vectoring method for predicting

wait time. For a call to have an expected wait time, it must be queued to at

least one skill. (If it is not queued, or if it is queued to an unstaffed skill, the

EWT value is infinite.) In the following example, EWT is used to determine

the treatment a call receives.

1. queue-to skill 1 pri m

2. check skill 2 pri m if expected-wait < 30

3. goto step 5 if expected-wait for call < 9999

4. busy

5. announcement 3001

6. wait-time 40 secs hearing music

7. goto step 2 if unconditionally

In this example, the call queues to skill 1 and then checks skill 2. If the

EWT for skill 2 is met (less than 30 seconds) multiple queuing takes place.

If the EWT condition for skill 2 is not met, the call queues only to skill 1.