AT&T DEFINITY Generic 3 Manuale Utente
Expected Wait Time (EWT)
Issue 4 September 1995
6-9
Factors that Effect the Value of EWT
Factors that Cause EWT for a Split Priority Level
to Increase
to Increase
Most common:
■
Number of calls in queue increases
■
Agents logout
■
Agents go on break (AUX work mode)
■
Agents are moved to another split
■
Agents with multiple splits answer an increasing number of calls in other
splits
splits
Other possibilities:
■
Average talk time increases
■
Number of calls at higher priority increases
■
Number of DAC calls increases
■
Number of RONA calls increases
■
Number of abandoned calls decreases
■
Number of calls queued in this split but answered in another decreases
Factors that Cause EWT for a Split Priority Level
to Decrease
to Decrease
Most common:
■
Number of calls in queue decreases
■
Agents login (and start answering calls)
■
Agents return from break (leave AUX work mode)
■
Agents are moved from another split
■
Agents with multiple splits answer fewer calls in other splits
Other possibilities:
■
Average talk time decreases
■
Number of calls at higher priority decreases
■
Number of DAC calls decreases
■
Number of RONA calls decreases
■
Number of abandoned calls increases
■
Number of calls queued in this split but answered in another increases