How to calculate EWT?

[vma]

I want to have a threshold, so if I detect an estimated wait time of more than x seconds I play a message to the customer saying that he will have to wait a little bit.
I tried to use [i]SData['myQueue@StatServerRT_P.Q','StatExpectedWaitingTime'][/i] but it always returns 0 even if I added the queue as Originating DN to the group where the agent is. After trying to calculate EWT with the above formula I send the call to target agent based on a skill.

It's interesting that looking in IRD statistics, [i]StatExpectedWaitingTime[/i] has nothing ticked in active mask or relative mask. Is this ok?

Anyone managed to implement this EWT? Can you help me how to do it?

Thank you,
Mihai

[BenTaylor]

Did a quick test:

    _I_I_007d01ddc25b5039 [10:0d] HERE IS SDATA: VQ_XXX_General@StatServerRouting - StatExpectedWaitingTime
15:15:22.943_M_I_ [10:06] STATOBJECT(02ade500 132 2) tenant=Resources name=VQ_XXX_General@StatServerRouting.Q: statistic <StatExpectedWaitingTime> asked
    _I_I_007d01ddc25b5039 [10:0d] sdata returns 10000(S)
  result of SData: FLOAT: 10000
    _I_I_007d01ddc25b5039 [09:04] ASSIGN: vEWT(LOCAL) <- FLOAT: 10000

So looks like it works...

Did you get any other errors in your log?

[vma]

10000 doesn't mean it works. It means that your queue is not set as originating DN for the agent group.
BTW u realize that 10000 sec is aprox 2.8 hours. You have this EWT for a newly created test?

[vma]

Hello again,

I have managed to resolve this issue, the stat server was not connected to sip server.

Now I still have a question. To be able to calculate EWT for a queue it has to be added as originating DN to group of agents. My routing is based on skills, not on agent groups. Do I have to create an agent group and a queue for each skill combination to have a proper EWT?

For example in Swiss, calls can target French speaking agents as well as German speaking agents. Do I have to create a Swiss_German group and a Swiss_French group as well as different queues for both of them to calculate a proper EWT?

I'm asking this because I have a lot of skills and making groups for each combination of skills will result in hundreds of groups.


Thank you,
Mihai

[mduran22]

We had a similar dilemma because we use skill expressions and multiple targets with different wait times between the targets. This made the EWT a little bit more complicated to figure from the queue.  What we did instead is look at the max time waiting for the queue in question.  We use VTO and we play different scripts depending on the threshold the max time falls into.

Mike

[Kevin S]

I haven't tried it myself (and to me, the description hints at it) but try the function CreateSkillGroup under URS version 8.0 . It *looks* like this function will let you query stats on the result, but as I said, I haven't tested the function myself.

[vma]

Thanks for your responses. I ended up to something similar to what mduran22 said but I calculated AverageDistributingTime per queue and used that in our thresholds.
With CreateGroupSkill it doesn't work because EWT statistic uses AHT which is a agent level statistic and so you have to have the group object created from the beginning and the queue added as Originatin DN