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  • Wait Time Announce

    I went into the contact center graphical editor and added the wait time announce option after our main announcement. I also added the play before announce wav file so it says "your hold time will be".

    The problem is that it just says 30 seconds for each queue. According to the manual, its supposed to calculate the queue variables into its annoucement and produce something thats relative to the average hold time.

    Am i doing it wrong? If so, where should i put the wait time announce so it announces a more accurate time?

    Thanks!

  • #2
    Originally posted by Icetoad View Post
    I went into the contact center graphical editor and added the wait time announce option after our main announcement. I also added the play before announce wav file so it says "your hold time will be".

    The problem is that it just says 30 seconds for each queue. According to the manual, its supposed to calculate the queue variables into its annoucement and produce something thats relative to the average hold time.

    Am i doing it wrong? If so, where should i put the wait time announce so it announces a more accurate time?

    Thanks!
    Well, on that action there is an offset that controls how many seconds it artificially adds to the wait time. The default is 10s, so I doubt that accounts for all 30s of time. I'd have to try it in a lab, but it wouldn't surprise me if there is some sort of "floor" value to stop it from saying your estimated wait time is 0 seconds.

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    • #3
      You can set an offset and a resolution. So the lowest wait time you can give is 10 seconds (0 offset, 10 second resolution).
      If you take an agent, log him in, put him in release and insert a call, you should hear wait time x. If you insert a second call without hanging up the first, the wait time should be 2x. However, if more than one agent is logged in, the calculation becomes more complicated. And it should be based on the average wait time.

      If you think there is a defect, you should contact support.

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      • #4
        Originally posted by Sarsin View Post
        Well, on that action there is an offset that controls how many seconds it artificially adds to the wait time. The default is 10s, so I doubt that accounts for all 30s of time. I'd have to try it in a lab, but it wouldn't surprise me if there is some sort of "floor" value to stop it from saying your estimated wait time is 0 seconds.
        Sorry, i think i a may have stated my problem incorrectly. The 30 seconds it announces is the offset i selected. Yes, 10 seconds is the default. I was playing around with it, but all it seems to do is announce the 30 seconds instead of the actual hold time for the queue + offset.

        I think its not calcuating but i want to make sure i am sticking the wait time announce in the correct spot.

        I wish i could contact support, i have contacted our local var, but they are not an expert on the contact center( seems most vars are not trained ).

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        • #5
          Should i be waiting a bit before complaining? does it take time to calculate? i would think that the calculation could use the existing queue stats.... but i didnt program it lol

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          • #6
            Hi,

            Here is something you could try to see that it works.
            Log in one agent and put him in release.
            Enter a call and wait 20 seconds before resuming and answering.
            Do this two or three times.
            After doing this, enter two calls. The first should have an announce time of 30 while the second should be 60 or so.

            Like I wrote before, once you add more than one agent, the calculation becomes much more complicated.

            Thanks,
            Gal

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            • #7
              I see what you are saying. We have a queue with 30 people in it that i have this enabled for... it still says 1 minute. I only have 15 agents logged in that are averaging 4 minutes a call, it should at least say 5-10 minutes.

              I am failing somewhere.

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              • #8
                But think about it. You have 15 agents averaging 4 minutes per calls. Suppose all your agents are currently busy and I log in, what is my average wait time.

                The answer is 1 minute (in your case) because any agent is likely to finish a call the next 16 seconds on average. You are still not over 1 minutes. Also, it isn't the average call time but rather the average wait time that counts. But even if I wait in queue 10 minutes, I am still an average of 16 seconds from the next agent.

                To really test, you need to try what I said with a smaller number of agents. You need to trust the application Icetoad. TRUST THE APPLICATION!!!

                BTW, an interesting variable you can look at is average wait time on a specific day for every 15 minute interval. See how how high that is.

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                • #9
                  We figured it out. You cannot have the wait time as part of the main announcement, it has to be placed in the flow on the second announcement.

                  We ended up enabling the queue position and timer. Seems to be somewhat accurate.

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                  • #10
                    Were you putting in the mandatory announcement? If so, it will do that because you are not queued at that point.

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                    • #11
                      yeap, as explained to us by shoretel. Our local rep couldnt figure it out. Seems many local reps have no experience with call center.

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                      • #12
                        I was told that it takes an average every 15 minutes.

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                        • #13
                          We have 15 people in our call center(very small), it sucks for our implimentation, we ended up disabling it.

                          It may still be useful to have it announce the amount of callers... but management said no for us.

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