Difference between EstimatedTimeToDistributeCall and EWT

[victor]

Hi,

I am a little bit confused between the EWT and EstimatedTimeToDistributeCall.

Why is it not the same when there is only one queue?

How both of them differ? I read up S/S 7.2 manual and I need someone to make sense of what it says there.

Thanks,
Vic

[cavagnaro]

If i'm not wrong EWT counts the time the call will be send to an agent, EstimatedTimeToDistribute counts the time the call will be goind anywhere else that the strategy tells, even drop.

[Vic]

[quote author=cavagnaro link=topic=1832.msg5949#msg5949 date=1158638229]
If i'm not wrong EWT counts the time the call will be send to an agent, EstimatedTimeToDistribute counts the time the call will be goind anywhere else that the strategy tells, even drop.
[/quote]


So, if you apply it to VQ in front of an agent, EWT and TimeToDistribute should be identical...  But it is not:'(

Reading Genesys manual, it says that EWT = AHT*CIQU/EP*AA where CIQU is "calls in queue un-assigned" and EP is "effective portion"

EstimatedTimeToDistribute seems to be much more complex, and involves call-velocity and such. I am sure if I think about it hard enough it will dawn on me. Maybe. 

What is really confusing, reading 7.2 manual, it says that TotalTimeToDistribute is discontinued in 7.0. So does it mean that EWT is to be used instead of TotalTimeToDistribute?

[cavagnaro]

Well acording to Genesys documentations, Distribute is send a call to somewhere. Not the same as waiting for an agent to answer which is one posible destination for distribution.
I guess that is why times are different even in a queue that has only one posible target, because another distribution option is to drop the call.