Filter
Top Products
Expected Wait Time (EWT)
Issue 4 September 1995
6-7
Figure 6-4. Notifying Callers of Wait-Time Without a VRU
In Step 1 the call is queued to split 3 at high priority. If the calls fails to get a
queue slot in split 3, if split 3 has no working agents, or if the wait time in split 3 at
high priority exceeds 10 minutes, step 2 fails and the caller receives busy tone. If
step 2 succeeds, the caller hears ringback and an announcement and is then
sent to vector 202. Steps 1 through 4 of vector 202 determine which of five time
bands the caller’s remaining queuing time is estimated to be within. One of five
recorded announcements is then played to the caller to inform him or her of the
expected wait time in queue.
Notice that the EWT thresholds are set lower than the times quoted in the
recorded announcements. Callers may become upset if their actual wait time
exceeds the time stated in the announcement. Therefore, you may want to
program your vectors such that few callers ever experience wait times that
exceed the wait time of the announcement.
VECTOR 101
1. queue-to main split 3 pri h
2. goto step 4 if expected-wait for call <= 600
3. busy
4. wait-time 12 seconds hearing ringback
5. announcement 3001 (“Thank you for calling ABC Inc. All agents
are busy, please wait and we will get to your call as soon as
possible”)
6. goto vector 202 if unconditionally
VECTOR 202
1. goto step 13 if expected-wait for call > 280
2. goto step 11 if expected-wait for call > 165
3. goto step 9 if expected-wait for call > 110
4. goto step 7 if expected-wait for call > 55
5. announcement 3501 (“Thank you for waiting.
Your call should be answered within the next minute”)
6. goto step 14 if unconditionally
7. announcement 3502 (“Thank you for waiting.
Your call should be answered within approximately one to
two minutes”)
8. goto step 14 if unconditionally
9. announcement 3503 (“Thank you for waiting.
Your call should be answered within approximately two to
three minutes”)
10. goto step 14 if unconditionally
11. announcement 3504 (“Thank you for waiting.
Your call should be answered within approximately three to
five minutes”)
12. goto step 14 if unconditionally
13. announcement 3505 (“We apologize for the delay. Due to heavy
call volume, you may have to wait longer than five minutes
to speak to a representative. If possible, we suggest that you
call between the hours of 8am and 10am for the fastest service”)
14. wait-time 120 secs hearing music
15. goto step 1 if unconditionally