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EWT...Do you use skill or call?

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TeleBOYWONDER

TeleBOYWONDER

IS-IT--Management
Nov 8, 2002
82
US
I'm doing some second guessing here with programming expected wait time for callers.
Currently I am queuing the call first, then check two wait-time criterias for the skill group.

I was thinking if it would be a big difference to do it for the caller. If I did it that way then, maybe I would send the callers back through the wait-time check in case call center changes staffed agents.

 
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