UCCX Estimated Wait Time

Ever had a customer ask about the estimated wait time calculation that UCCX and IPCC uses?

((CallsQNow + 1) * AHTto5) / Max (Agents Talking [OR] Ready)

* CallsQNow is a count of the current calls in queue for the service at the peripheral.

* +1 is used to indicate a call that can be potentially added to the queue.

* AHTto5 is defined as the average handle time (in seconds) for calls to the service during the current five-minute interval. AHTto5 is a “rolling” five-minute average (from now, and for the most recent five minutes), and is calculated in real-time.

The value for AHT is calculated as: HandleTimeTo5 / CallsHandledTo5
* HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime refers to the total time spent on a call. Therefore, HandleTime is the total call duration, from the time the agent answered the call to the time the agent completed the after-call work. HandleTime includes any TalkTime, HoldTime, and WorkTime associated with the call (from Termination_Call_Detail). The AvgHandleTime value is updated in the database when the agent completes all the after-call work associated with the call.

Please note that the Get Reporting Statistic data is only updated upon a call being answered by an agent for the CSQ. So checking the EWT during queue loop will only be useful if other calls are getting answered for the stat to be updated. Either way, both equations are built in and cannot be modified directly. You can however retrieve the supporting data and calculate it yourself if you wish using a Java expression.