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Database Items and Calculations
CentreVu® CMS R3V8 Database Items and Calculations
Database Items
2-72
EWTHIGH
(real-time)
(real-time)
2
Database tables
2
The EWTHIGH (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at high priority to
this split/skill. The expected wait time (EWT) is an estimate of how long a
caller will wait in queue at HIGH priority until being served. Time spent
ringing at the agent is not included in this estimate. EWT and ASA should
not be expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
this split/skill. The expected wait time (EWT) is an estimate of how long a
caller will wait in queue at HIGH priority until being served. Time spent
ringing at the agent is not included in this estimate. EWT and ASA should
not be expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.
EWTLOW
(real-time)
(real-time)
2
Database tables
2
The EWTLOW (real-time) item appears in the following database tables:
Split/skill tables
Switch-calculated expected wait time for calls queued at low priority to
this split/skill. The expected wait time is an estimate of how long a caller
will wait in queue at LOW priority until being served. Time spent ringing at
the agent is not included in this estimate. EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
this split/skill. The expected wait time is an estimate of how long a caller
will wait in queue at LOW priority until being served. Time spent ringing at
the agent is not included in this estimate. EWT and ASA should not be
expected to match. ASA gives a historical perspective, while EWT
changes constantly to match current conditions such as queue length
and staffing changes. Available with Generic 3 Version 4 switches for
Vectoring enhancements.
This is a status item.