Source note · Setting up courtesy callback in Unified CVP
The sample EWT formula multiplies calls in queue plus one by the skill group's average handle time (20 seconds if invalid), divides by the larger of Ready agents and agents talking, and returns 100 if the result is invalid.
Checked 2026-10-01
- Vendor
- Cisco
- Product
- Unified Customer Voice Portal
- Subsystem
- cce-script
- Deployment
- on-premises
- Region
- not restricted
- Release range
- 15.0(1)
- Checked
- 2026-10-01
Sources
- Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1) - Courtesy Callback — Cisco Systems · tier 2 current vendor documentation · CCE Script for Courtesy Callback > Overview of CCE Script Configuration (EWT expression)
Cite this note
APA
WarmTransfer. (2026, October 1). Setting up courtesy callback in Unified CVP: source note cvp-courtesy-callback-setup-ewt-sample-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/cvp-courtesy-callback-setup-ewt-sample-formula
BibTeX
@misc{warmtransfer-claim-cvp-courtesy-callback-setup-ewt-sample-formula,
title = {Setting up courtesy callback in Unified CVP: source note cvp-courtesy-callback-setup-ewt-sample-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/cvp-courtesy-callback-setup-ewt-sample-formula},
note = {Source note cvp-courtesy-callback-setup-ewt-sample-formula, checked 2026-10-01}
}