Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations TouchToneTommy on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

AXP - Avaya Experience Portal

Status
Not open for further replies.

JoaquinC

IS-IT--Management
Aug 30, 2022
2
US
Anyone out there using Orchestration/Workstream Automation? Wondering if anyone may have examples of a Orchestration Flow with EWT (Expected Wait Time). Ours was setup by Avaya and the EWT when you call into a queue with no one available states the wait time is 16000+ seconds.
 
It sounds like there might be an issue with the configuration of your Expected Wait Time (EWT) calculation in Avaya Experience Portal. Here are a few steps you can take to troubleshoot and adjust the EWT settings:

  1. Check the EWT Calculation Logic:
    • Ensure that the logic used to calculate EWT is correctly implemented in your Orchestration Flow. Sometimes, incorrect formulas or parameters can lead to unrealistic wait times.
  2. Review Queue Settings:
    • Verify the settings for the queue, including the maximum wait time and overflow parameters. Make sure these settings align with your desired EWT calculations.
  3. Adjust EWT Parameters:
    • In the Orchestration Designer, you can adjust the parameters used for EWT calculations. This might include factors like the number of agents available, average handling time, and current queue length.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top