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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
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
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
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