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42 Chapter 5 Setting up skillsets
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Expected Wait Time
Expected Wait Time parameters are:
EWT sample: How many previous calls are used to calculate EWT. You
can enter a number between 2 and 256 calls.
EWT Increase Allowed: Enabled by default, which means that EWT is
recalculated if it increases, and the appropriate EWT greeting is played. If
not enabled, callers do not hear recalculated expected wait times if the wait
time increases. Whether enabled or not, callers hear the appropriate EWT
greeting if the wait time decreases.
Initial Call Duration: The Initial Call Duration is used to compute expected
wait time until sufficient call statistics are obtained. The average call
duration is updated whenever a call is released from an agent. This can be
a value between 00:01:00 and 24:00:00. The default is 00:03:00.
Service Mode
The service modes are: Auto, Day, Night, 24 Hour.
The default is 24 hour operation.
For more information about Service Mode see “Setting the Service Modes
for skillsets” on page 148.
Note: Although you can set Activity Code and Expected Wait Time parameters though
≤·°‹, you must use CallPilot Manager to create Activity Codes and Expected
Wait Time tables. For more information, refer to the Call Center Set Up and Operation
Guide or CallPilot Manager online help.