Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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.

The formula first checks to make sure agents are logged into both the primary (already queued
to) and secondary (not queued to) skill groups. If there are agents logged into both skill groups,
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.)

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.

Since the 

 variable is only applicable at a Skillgroup and not an Enterprise

Skillgroup level, then the aggregate of all the skill groups within the Enterprise Skillgroup

 field must be multiplied by the Enterprise SkillGroup

.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 8.0(1)