Queue Position and Estimated Wait time

EWT Implementation Concerns

Following questions need to be addressed before proceeding to implement EWT Calculation

1. Average Talk Time Calculation:
   1. What is time bracket to calculated Average Talk Time? e.g. 24 hours, 1 week, 1 month or start of time (full historical data)
   2. Where it should be maintained? e.g. fetching Avg Talk Time from Reporting DB upon every new task arrival, maintenance and calculation of Avg Talk Time in MRE's memory

• need to check how Cisco manages EWT

Implementation

A CSQ’s EWT = (Position of task in queue * CSQ’s average talk time in seconds)/Total number of working resources in CSQ

where:

1. Total number of working resources in CSQ = sum of resources in RESERVED, ACTIVE, BUSY, PAUSED and WORK state
2. If task is currently not queued, the position in queue = length of queue + 1
3. If either the CSQ’s average talk time or the total number of working resources is 0, the EWT is –1

Example

if

1. Total number of working resources = 5
2. Position of Task in Queue = 8
3. Average talk time = 15 minutes ~ 900 seconds

then

(8*900)/5 = 1440 seconds ~ 24 minutes

if

1. Total number of working resources = 5
2. Position of Task in Queue = 8
3. Average talk time = 7 minutes ~ 420 seconds

then

(8*420)/5 = 672 seconds ~ 11 minutes 12 seconds

Cisco Community Reference

This formula addresses Voice calls, for Chat / Non-Voice MRD tasks we might need to reconsider it as one resource can handle more than 1 task simultaneously, affecting estimated wait time.

Customer Gadget should have a configurable parameter x time and should poll MRE for EWT after x time