Hi

Need to calculate EWT for a particular skillset . But the EWT is always showing as 0..

They EWT intrinsic is not working properly.

Version AACC 6.4.215

Thanks in advance

The system cannot estimate how long it will take to answer a call unless there are a couple of things going on. Calls must be waiting and a call has to have been answered. There are two formulas you choose from. Both use "recent" data, for example the last 10 minutes. If there have been no calls answered it will show no EWT because it can't determine the EWT. Not broken, just a part of how it works. The call flow should be setup to handle this factor.