UCCX Estimated Wait Time w/ default time?
Does anyone have a script for Estimated Wait Time that has a default wait time? For example if the "default time" is 2 mintues and the actual EWT is 14 seconds it would say "2 mintues". if the actual EWT then climbs to 6min 15 sec, it would say "6 minutes 15 seconds".
We're getting complaints when a rash of calls comes in and our EWT isn't able to calculate the trending change fast enough.
UCCX 7.x
If your call center doesn't have a steady call volume or agents sign on/off frequently then you could try using the average wait time instead of the estimated wait time. The average will be less volitile.
-Steven
Similar Messages
-
Hello, I'm trying to add EWT to a script, once the call reaches the queue they hear:" your estimated waiting time is 1 minute" and then:"we are experiencing some system problem" error message. What I did in the "Select Resource “under the Queue I add "Get Reporting Statistic" with the setting Expected waiting time and CSQ IPCC Express. Also I placed a "Switch “tag for the AVG waiting time in minute and I configure 1 to 10 with .wav file for each minute. Any suggestion? the software is UCCX 5 enhanced.I'm attaching the file. can somebody direct on me what i'm missing or send me a file to use as a tamplate?
Thanks.The message "we are experiencing network problems" usually means 2 possible things:
1. some java exception occured while your script was running
2. your script has ended without hanging up
Run script in interactive debug and you will see what exactly is going on.
ervins -
Estimated Waiting Time on UCCX
After doing some experiments, found out that Estimated Waiting Time on UCCX 9.0 (and possible other UCCX versions) is based on a 24 hours average an NOT in a 5 minutes average value as in ICM or IPCC Enterprise.
Several post on the community INCORRECTLY pointed out that EWT is based on a 5 minutes average.
Does somebody knows how to change the time windows that UCCX uses to calculated EWT?
Thanks
AlexTwo TAC cases that confirm that is 24 hours AND some testing I did (just in case):
Process:
- Make a few calls to a Queue, place some of the on hold for about 20-40 minutes and answer one of them for about 1-2 hour. (to create some statistics)
- Wait 22 hours
- Make two quick calls, answer first and the second was already showing a EWT of 3000 seconds. (confirms that at least 23 hours of data was taking into consideration)
- Wait 26 hours.
- Make two quick calls, answer first and the second was showing a EWT of 20s (normal) (confirm that after 24-25 hours counters goes down to 0 if there is no traffic)
I realize my process is empirical, but somehow confirm that is not 5 minutes, more closer to 23-25 hours. -
Estimated Wait Time Message -IPCC Enterprise
Hello all. Our senior management would like to implement a queue message of 'your call will be answered in approx. x mins.'
Using ICM 6.0sr2 and IPIVR, is this possible out of the box, or do we need some sort of plug-in? If it is possible, could someone point me to some IVR/ICM ideas of how to pull the estimated wait time? Thanks!Here is the calculation described in Cisco documentation:
(# calls queued including current call * average handle time) / (# agents ready)
It is described in the media scripting guide page 228: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/user/guide/ipce75sg.pdf
Keep in mind this calculation works best with high and steady call volumes, otherwise it may not be very accurate. -
Uccx expected wait time calculation
Does anyone know how the calculation is done for the expected wait time in the get reporting statistic step (UCCX 7.0.1)? Thanks in advance.
I don't know if you've seen this ... but pg 324 (2-306) of the editor step reference guide gives a description of how the ewt is calculated. It doesn't give an exact formula though....
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701edstepref.pdf
Brian -
I have it scripted and the correct prompts play based on the stat that is retrieved. However, I was wondering if anyone knew the formula on how it is calculated.
Thanks,
JeradDiscussed here a few times... here's one thread:
https://supportforums.cisco.com/message/1046226#1046226 -
Wait time announcement on UCCX
Hi all,
Our customer have a requirement to play back the wait time using UCCX IVR, in short when the customer calls and placed in to queue, IVR has to playback the wait time to the customer , which will help them to know how long they need to wait in queue until to get an available agent.
Let me know how this can be done using the UCCX script.
UCCX Version: 7.1
Any help would be highly appreciated.
Thanks,
ShaijalHI Shaijal
Yes, this is possible. The attached link gives a very brief overview of what you need to do:
http://www.learnios.com/viewtopic.php?f=9&t=26675
Basically your script can use the "Get Reporting Statistic" on the CSQ to retrieve the estimated wait time (in seconds). Once you have this information in variable within a script you can then play a prompt etc. I would use your script to round up to the nearest minute.
The above forum post is from back in 2006 and version 4.x, however still looks valid to me.
There's a good point in the post about replaying wait times / queue positions if the caller is on hold. If you have implemented priority queuing for incoming callers there is a chance that people's queue times could increase if higher priority calls come in so be careful.
Hope this helps. Barry -
UCCX 9 Script wait time`
Is there a way in UCCX to let callers know that if the estimated wait time is more than 5 minutes or less than 5 minutes to prompt? I'm being asked that the caller only be told if their place in queue is less than 5 or more than 5 minutes; not exact times. I realize this could be frustrating to hear as a call if you've been on hold for 35 minutes to hear, "Your estimated wait time is greater than 5 minutes." But that's what I'm being asked....
Thanks in advance!Yes you can, first, only play the prompt once when the caller first gets into the queue. Then dont play the estimated time after that.
Ues the Get Reporting Statisic and put in on an INT.
Then use an IF Statement for more or less than 5 minutes.
Let me know if you need more help, I am out of the office right now, but can post a sample latter. -
Wallboard: convoldestContact vs Expected Wait Time
We use the opensource wallboard version 2.4(beta), and it pulls from the UCCX database two variables convoldestContact and convLongestWaitDuration. Does anyone have specific definitions for those? The wallboard software calls Current Wait Time and Longest Wait Time, but I'm wondering how they're really calculated.
We're testing an Expected Wait Time feature of our script via the Get Reporting steps, and the value being calculated is considerably different than the wallboard Current Wait Time. But I suspect that the wallboard version is reflecting something different -- perhaps the wait time when the most recent caller entered the queue (since it doesn't seem to be changing as that caller waits).
Thanks
BillYour suspicion is correct. The wallboard is not performing an expected wait calculation. It's simply reporting how long the longest current caller has been in queue. The Get Reporting step is estimating wait time by a number of factors.
For example if you have 10 agents logged in taking calls, and 9 log out, you'll see Estimated Wait Time skyrocket, while convOldestContact will simply keep counting how long the oldest caller has been in queue. -
Uccx 9.0 expected wait time returns a -1 value
Guys I am trying to use the expected wait time feature in UCCX, however the value returned is -1 each time this step is executed. All the other feature such as average wait time etc all works, its just the expected wait time that doesnt. Any ideas please?
During your tests, the call activating the script you are debugging is actually in queue and with a real wait time?
I could find any related bug, can you check this links:
Link1 -- Link2
I will try to find additional information.
Rolando Valenzuela -
Hi Friends,
I am using CAD with UCCX 9.0.2.
I need help to configure wait time in wrap-up code. Currently when the agent hang-up the call the wrap-up code window pop up and agent goes in ready state immediately after selecting that code. I need to configure wait time for 2 min after agent select the wrap-up code, agent should get 2 min wait time before going to in ready state.
Regards,
Dinesh JoshiYou'll want to check the Automatic State Changes configuration in Cisco Desktop Administrator. From the guide:
"By default, automatic state changes are not enabled. After agents enter wrap-up data, they remain in the Work state for the length of time set for the wrap-up timer or until they change states manually, whichever happens first. (The wrap-up timer value is configured in Unified CCX Administration.)
If automatic state changes are enabled, agents are automatically changed from the
Work state to the Ready state (or to the Not Ready state, if they select that state while
still on a call) after they enter wrap-up data.
Automatic state changes can be enabled or disabled only on the work flow group level.
To enable or disable automatic state changes:
1.Select the Wrap-up Data node under the work flow group whose automatic state changes you want to enable or disable.
2.Select or clear the Enable Automatic State Change check box.
3.Click Apply. -
Estimated Start time in notification based on Time defined in Work center
Hi,
Following Satish post- I am trying to find solution to the same problem so i will appreciate any advise.
When the notification is created ,the estimated start time should be based on priority .This in iteslf is pretty straight & simple. However if the reported time is after work hours or towards the end of work hours or weekends , the estimated start time should be reflected accordingly based on factory calender & work center time schedule.
In other words the estimated start time should fall within the window of work hours available.
Example:
Presume the the working hours for the Organization are 8:00AM to 5:00 PM & a call comes for service at 4:00 PM. Also say , for high priority the defined response time is 5 hours. In such a instance the estimated start date should be set to next day at 11:00 AM.
Appreciate your help for the configuration that need to be done
ShirlyHi,
I think ur talking about notification malfunction start time .. currently it just takes the system date and time by default .. and if you need work center timings i believe first u need the eqpt /F.loc to get the work center data in notificaiton ...
I think u can get these dates can be modified while saving by using user exit : QQMA0014 QM/PM/SM: Checks before saving a notification or BADI IF_EX_NOTIF_EVENT_SAVE , but at the same time the eqpt or F.loc have work center details in master record ...or work center needs to be entered manually in notification ..., pls check up ..
regrds
pushpa -
I have a SCCM 2012 SP1 CU4 environment with SCOM monitoring installed.
I also do have 4 secondary sites installed below my primary. The secondaries are using SQL 2012 Express version default deployed using the secondary site installation.
My SCOM monitoring is generating tickets with the following message:
The Average Wait Time of SQL instance "CONFIGMGRSEC" on computer "<SEC_SITE_SERVER>" is too high
How can i solve this ? Or do I need to ignore this ?Never ignore messages, but tune them.
In this specific case you might want to take a look at this:
http://social.technet.microsoft.com/Forums/en-US/ffeefe0d-0ef7-49a3-862e-9be27989dc5d/scom2012-alert-sql-2008-db-average-wait-time-recompilationis-too-high?forum=operationsmanagergeneral
My Blog: http://www.petervanderwoude.nl/
Follow me on twitter: pvanderwoude -
Increase in wait time of synchronous interface
I am working on HTTP to proxy synchronous interface on PI 7.3
PI uses communication channel with SOAP receiver adapter over XI protocol
Now I am facing below error in the interface while testing after 3minutes-
com.sap.engine.interfaces.messaging.api.exception.MessageExpiredException: Message (INBOUND)expired
Can anyone please tell me how can I increase wait time in the channel.
I have tried adding the parameter name 'XMBWS.Timeout' and parameter value '30000' to increase wait time to 5minutes. But it didnot work.Shwetha,
Set property of Service "XPI Adapter:
XI" within SAP NetWeaver Administrator -->xiadapter.inbound.timeout.default ---180000ms--(3 min)
Executing the below mentioned steps
1.(PI 7.3)
Goto NWA(PI 7.3)-->configuration-->Infrastructure-->Java System Properties-->goto Services tab-->find xiadapter--> u can increase value inbound.timeout.default
see the below screenshot :
2.
PI 7.0 & 7.1x
Please check point no 2.2.7 of the below doc:
http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/c059d583-a551-2c10-e095-eb5d95e03747?QuickLink=index&overridelayout=true&44478681512917
Mutti -
Time machine preparing forever and spotlight estimating indexing time
hey guys,
Im having two problems that seem to be related. time machine gets stuck on preparing with the following error in console:
Jul 18 17:03:19 Macintosh-5 /System/Library/CoreServices/backupd[6926]: Waiting for index to be ready (905 > 0)
Spotlight is also acting up and freezes indefinitely whilst estimating indexing time with the following console error:
Jul 18 17:03:44 Macintosh-5 mds[94]: (Error) Server: mdsync launch failed: (ipc/send) invalid destination port
I have not been able to find much on this last error on support forums. Any ideas? I have erased all spotlight indices, reset PRAM, this problems occurs when indexing both the internal and external hard drives. (The drive i am using for time machine has worked in the past.) I have also repaired disk permission etc. Any solutions without reinstalling leopard as the reason why i am trying to back up is so I can do a reinstall then!
Thanks!I had this exact problem yesterday (Waiting for index to be ready (905 > 0)). I rebooted with the shift key held down, rebooted again, and rebuilt my Spotlight index. Now there seems to be a conflict between Spotlight and Time Machine:
Aug 26 05:03:08 Musa /System/Library/CoreServices/backupd[702]: Waiting for Spotlight to finish indexing /Volumes/Backup of Musa/Backups.backupdb
I thought of adding the backup drive to Spotlight's exclusion list, but doesn't the backup drive need to be indexed by Spotlight for it to work with Time Machine?
Maybe you are looking for
-
My phone wont let me change to the current time
when i try to change it to the correct time it changes back to the time im trying to cgange it from.
-
Reboot problems with iMac dual intel 1.83 OS 10.4.6
Needing help. Mac user since 1999 but I'm feeling like a novice with this. Wife was playing Sims 2 when it locked up and wouldn't allow the game to be turned off. Did a forced restart, disk went to the grey screen with the spinning gear for an extend
-
Issues with Premiere Elements 8...
Just purchased and installed elements 8 on my rather old pc (like 5 years) which I've been upgrading constantly to avoid having to buy a new one. Everything seems to work fine, there's some slight lags when rendering clips etc, but the main issue is
-
Hi I have an IPAD 2 and am planning a trip to Budapest, Hungary, I use Verizon, will I be able to use the Ipad 2 in Budapest? Thank you.
-
CANNOT ACCESS PAID SKYPE SUBSCRIPTION
We have had a Skype subscription for several months and are not able to access it al all. We are troubleshooting to find the answer. Difficult to get customer service help on this.