I was wondering if there is a way to use the estimated wait time to look at the time for the wait in the queue, and determine if it needs to be routed out. We are using a data table that looks at the position in queue and then routes it out if the value is greater that what is set. Here is the logic for that Common.PositionInQueue > Common.PIQ. This is running in a common module and I was trying to use similar logic to the position in queue Common.EstimatedWaitTime > Common.EWT.
Is there a better way to do this since the logic that I am trying is not working. In essence we would like to use both PIQ and EWT to determine if a call should be routed out. For example if the PIQ is greater than 10 then route out the call, but if calls have been waiting more that 5 minutes route them out as well.