Re: Current average waiting time and Long term waiting time

Hi Salim Caliskan，

For the information about this, you may checkhttp://help.sap.com/saphelp_contact-center70/helpdata/en/29/799fd076ca4bf3a256bde0ae088504/content.htm?frameset=/en/86/ca11d30c5541ce90cd5ad3040c48d1/frameset.htm&current_toc=/en/c7/fdd6ba29cf44488f9ca06440f4b219/plain.htm&node_id=113Average Waiting Time (Current Avg.)

  This plays the average waiting time. The calculation is based on the number of current calls and serving agents. 

  Average Waiting Time (Long-Term Avg.)

  This plays the so-called learned waiting time that is calculated using also earlier data of waiting times in the queue. It is possible to include other queues into the calculation

Queue Management >> Queues >> Contact Management >> Queues Used for Long-Term Waiting Time

Best Regards,

Grace