Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
Example EWT/MED Script Formula
The example formula below can be used in an IF node to determine the EWT/MED for a call
that can be routed to either a primary or secondary skill group. The call is routed to the skill
group with the lowest MED.
that can be routed to either a primary or secondary skill group. The call is routed to the skill
group with the lowest MED.
EntSkill.Default\EnterpriseSkillgroupSec.Avail ||
(EntSkill.Default\EnterpriseSkillgroupPri.LoggedOn>0)
&&
(EntSkill.Default\EnterpriseSkillgroupSec.LoggedOn>0)
&&
((SkillGroup.CCM_PG_1.CCM_SG.sec.RouterCallsQNow+1)*
(ValidValue(EntSkill.Default\EnterpriseSkillgroupSec.
AvgHandledCallsTimeTo5,<constant>))
/EntSkill.Default\EnterpriseSkillgroupSec.LoggedOn)
<
((SkillGroup.CCM_PG_1.CCM_SG.pri.RouterCallsQNow+1)*
(ValidValue(EntSkill.Default\EnterpriseSkillgroupPri.
AvgHandledCallsTimeTo5,<constant>))
/EntSkill.Default\EnterpriseSkillgroupPri.LoggedOn)
EWT/MED Script Explained
If there are agents available, then no there is no need to calculate the MED and the IF node
should return TRUE value. If there are no agents available, then the MED of the secondary
skillgroup should be calculated.
should return TRUE value. If there are no agents available, then the MED of the secondary
skillgroup should be calculated.
The formula first checks to make sure agents are logged into both the primary (already queued
to) and secondary (not queued to) skillgroups. If there are agents logged into both skillgroups,
then the minimum expected delay of the secondary skillgroup is compared to the minimum
expected delay of the primary skillgroup to see which is less.
to) and secondary (not queued to) skillgroups. If there are agents logged into both skillgroups,
then the minimum expected delay of the secondary skillgroup is compared to the minimum
expected delay of the primary skillgroup to see which is less.
If the secondary skillgroup MED is less, then the call should be queued at the new secondary
skillgroup. (The call can either be kept in the initial skillgroup or taken out of the initial skillgroup
when it is queued to the secondary skillgroup.)
skillgroup. (The call can either be kept in the initial skillgroup or taken out of the initial skillgroup
when it is queued to the secondary skillgroup.)
However, if the secondary skillgroup's MED is not less than the primary skillgroup's MED,
then the call should remain queued at the initial skillgroup only. +1 is used to add this new call
into the algorithm.
then the call should remain queued at the initial skillgroup only. +1 is used to add this new call
into the algorithm.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Estimated Wait Time (EWT) Queueing