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  • Users: dsacsa
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  1. dsacsa

    Queue to Agent and Historical stats

    Is there anyone out there that used the scripting command "QUEUE TO AGENT <agent ID>" instead of "QUEUE TO SKILLSET"? My question is in fact to know where those calls are pegged to? Since they are not skillset calls where can I find them in Historical Statistic? Also how in agent real time...
  2. dsacsa

    Expected wait time scripting

    I' trying to see if it is possible to create a formula for expected wait time that would return a value based on the average wait time of the last 5 calls. Presently I'm using Nortel's formula and I'm getting incorrect information since it is based on a 10 minutes interval and my call center is...
  3. dsacsa

    Expected Wait Time calculation

    I' trying to see if it is possible to create a formula for expected wait time that would return a value based on the average wait time of the last 5 calls. Presently I'm using Nortel's formula and I'm getting incorrect information since it is based on a 10 minutes interval. Thanks

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