Have a site where we are using IVR script to play the Expected Wait time to callers with TTS. Using the Mon_AvgTConvWait variable. When this plays it will say "Your expected wait time is xxx seconds". The Customer would like it to say "Your expected wait time is xxx minutes". So instead of saying 600 seconds they want it to say 10 minutes. Is there another variable or do we need to do a mathematical conversion?
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in the IVR script one can devide by 60. Create a local variable (e.g. EWT, use the element "Define Variable" for Variable EWT, in field new value write <:Mon_AvgTConvWait:>/60
The delivered Example IVR script in the IPOCC ISO will be extended in version 9.1.4, to tell the minutes instead of seconds -
i have tried this and it works, however if a caller is in queue position 30 and another caller is in queue position 1 they both get same estimated time with 10 agents logged in.
i have set this up to play every 5mins.
my understanding is since the <:Mon_AvgTconvWait :> is the same value for all the callers, the caller in queue position 30 and the caller on queue position 1 gets the same estimated time to answer.
is there anything formula i can put in so that different position caller gets correct estimated answer time.Comment
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in the actual example in IPOCC9.1.2 it is distinguish between case small position in queue and short estimated waittime and other case long estimated waittime.
If Mon_AvgConvWait <2 minutes or only a few calls in queue tell the caller the position in queue instead of the estimated wait time. In case it is absolutely necessary to tell the estimated waiting time, use q(?)[].maxWait (wait time of the oldest call in queue). If Mon_AvgConvWait > 2 minutes and/or position in queue >2 use value of Mon_AvgConvWait for the estimated wait time like in the example task flow. To give the wait time in minutes instead of seconds you have to divide with 60 (in IVR script: <:Mon_AvgTConvWait:>/60)
Info also available in Avaya knowledge base in document FAQ108358Comment
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