multiple group - Estimated Wait Time Announcement

[verma62]

Hi All,

I am able to use the sample IVR application for announcing estimated wait time without any issue. However in my application I have 2 Agent groups where call is transferred based in caller selection in IVR, and I am not able to understand how the average wait time will work differently/independently for 2 Agent groups as EWT is calculated based on Topic parameter i.e. Mon_AvgTConvWait.

Design
1. call comes to Topic - Main(7010)
2. Topic Routes the call to IVR which prompts the user to enter 1 for sales and 2 for support.
3. IVR returns the call to Topic -Main based on caller input.
4. Topic -Main routes the call to IVR (EWT) - where logic is kept for announcing the EWT. Here the topic variable Mon_AvgTConvWait is assigned for Topic-Main using (Configuration>System>Variables .

Now as EWT is calculated based on Topic-Main, I believe the awt should come same irrespective of I am transferring call to Sales group or Support group. Please correct me if my understanding is wrong.

I want to achieve that if caller is supposed to transfer to sales group then EWT should be announced for sales group or for support group if caller opted for that.

Should I create 2 different topics sales and support and route the call from Topic-Main to these groups. If yes how to define Mon_AvgTConvWait for mutiple topics.

Thanks,
Rajat Verma

[kruegerb]

you have to create for sales and support a separate topic. after selecting in main topic sales or support announce the EWT for the respective topic, i.e. you need the varialbe at these both new topics

[verma62]

Thanks for your quick response and valuable guidance as always. I was not able to access the system in last 3-4 days so didnt get chance to check this.

I will implement this and check the same. But one thing I have noticed is that I am getting the value for Mon_AvgTConvWait as very less i.e. 18 seconds always. Is it because the system is current in implementation phase and while our testing we generally disconnect 90% of calls within 10-15 seconds, so using some logic system calculates avarage speaking time as 18 seconds. Or I am doing wrong in using this variable in some way?

Thanks,
Rajat Verma

[kruegerb]

have you checked in historical reporting the counter AvgTConvWait?