How Does Chronicall Multimedia Calculate Estimated Wait Time?

Question

How do Chronicall and Avaya Call Reporting calculate Multimedia's/Contact Center's Estimated Wait Time?

Answer

This value is calculated by averaging the wait time for all calls in each individual Multimedia skill over the last 2 hours. Each skill will have a different time based on its own last 2 hours of calls.

Every call is assigned a cost. This cost is equal to the amount of time a call was waiting, multiplied by the number of agents signed into the skill.

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Note
Estimated wait time does not look at the queue timeout setting for a skill. If your queue is timing out before the call is answered, we'd recommend removing the announcement or taking steps to improve call handling time. This ensures the call can be answered before timing out to another destination — otherwise a customer can hear 20 minutes of estimated wait time for a skill group, but then time out to another destination before being answered.

Granular Details

For example, let's say a call costs 8 agent minutes because it waited for 2 minutes when the skill had 4 agents. These values are averaged for the last two hours of calls, with calls older than two hours (from the time they connected to an agent) removed from the equation when we calculate this value.

So, if one call had 8 agent minutes and another had 100 agent minutes, we'd assume the next call to have 108/2, or 54 agent minutes.

Whenever an estimated wait time request comes up, we look at the number of agents logged into the skill and divide the call's agent minutes by the number of agents. If 2 agents were signed in for this 54-agent-minute call, it would give an estimated wait time of 27 minutes.

It also takes into account the amount of time a caller has already spent in the queue — the number decreases as they spend more time in the queue — but this also updates as more calls ahead of them get answered, since the overall average is recalculated every time it's requested.

Updated about 5 hours ago