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Makes educated estimates on wait time based on historical data for a contact center queue. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- In
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One of:
- SkillNo - SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge Number of the queue for which you are getting the estimate.
- LookBack - Historical time frame used for determining average wait time in minutes. (30Min, 15Min, 5Min).
- HighConfidence - Percentage threshold of Look Back that determines the wait time has a high confidence level.
- MinConfidence - Percentage threshold of Look Back that determines the wait time has a minimum confidence level.
- Out
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One of:
- EstimateValue (out) - Estimation of wait time for any call coming into the queue at that moment in seconds.
- EstimateRange (out) - Plus/Minus value indicating the range of the estimate in seconds.
- AdjustedEstimateValue (out) - Estimation time adjusted by time already spent in queue in seconds.
- OutAdvanced
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One of:
- Average Queue (out) - Average number of callers in queue.
- AverageQueueTime (out) - Average time (in seconds) callers spend in queue.
- AverageArrivalRate (out) - Average incoming rate of arrival for callers.
- AverageCallDuration (out) - Average length of call (in seconds).
- AverageServiceRate (out) - Number of calls (per second) that are being handled.
- LongestWaitTime (out) - Longest time (in seconds) in queue.
- StandardDeviationForCall (out) - Standard deviation of call duration time.
- AgentsOnCalls (out) - Number of agents taking calls for a selected Skill.
- CurrentWait (out) - Time (in seconds) already spent in queue.
Branches
- Default
- The branch the script will take if an outcome branch is not defined; i.e., no onHighConfidence or OnInvalidEstimate branch is set.
- OnHighConfidence
- This branch will play a prompts if confidence levels are above the value set in the High Confidence property field.
- OnMedConfidence
- This branch will play a prompt if confidence levels fall below the value set in the High Confidence property field but above the value in the Low Confidence property field.
- OnLowConfidence
- This branch will play a prompt is confidence levels fall below the value set in the Low Confidence property field.
- OnInvalidEstimate
- The branch the script will take if the estimate is not valid.
- OnError
- The branch the script will take if an error occurs.
Tips and Tricks
- ESTIMATEDWAITTIME can help you make decisions on when to play certain prompts versus sending a caller to voicemail.
- This action is a powerful tool to help you keep callers in queue.
- ESTIMATEDWAITTIME is creating an estimate that can be impacted by various factors including a sudden change in the number of agents available to handle contacts, spikes in volume, or mixing long duration and short duration contacts into a single queue.
- The estimate is providing you with statistical data that you ca use to craft the appropriate experience for your contacts.
- A best practice is to never show the actual estimated time to the contact. Instead, use general time boxing; i.e., "Your wait time is less than five minutes."
- Remember that you are operating in a skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge-based routing environment, which means you may have a business workflow that determines whether one contact has a higher priority over another.
Phone Script Example Using ESTIMATED WAIT TIME
The following example is a part of a much larger script. However, for the ESTIMATEDWAITTIME example, what you need to know is that the confidence levels are set in the ESTIMATEDWAITTIME action, and the snippets determine which prompt to play.
View the High Confidence Snippet Properties
View the Medium Confidence Snippet Properties
View the Low Confidence Snippet Properties
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