User Guide

Since the RouterCallsQNow variable is only applicable at a Skillgroup and not an Enterprise
Skillgroup level, then the aggregate of all the skillgroups within the Enterprise Skillgroup
RouterCallsQNow field must be multiplied by the Enterprise SkillGroup
AvgHandledCallsTime.
The <constant> value is site dependent. It should be a value that represents the average Handle
time of a call. This constant will only be used if it is at the start of the day and the proper
AvgHandledCallsTime has not been calculated yet.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 13: Example Scripts
Estimated Wait Time (EWT) Queueing