Installation guide

Configuring expected wait time 2-45
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Configuring expected wait time
The queue continuously calculates the expected wait time for each caller. You can use expected
wait time in the following ways:
• Announce the expected wait time as a courtesy to callers. See “Creating Hold prompts”
on page 2-60.
• Use expected wait time to determine whether or not a conditional Hold prompt is played
to a caller. See “Creating conditional Hold prompts” on page 2-63.
• Automatically redirect new callers when the expected wait time is too high. See
“Redirecting calls when a queue is too busy” on page 2-49.
About the expected wait time estimate
Expected wait time is an estimate based on how many agents are currently ready to take queue
calls and the average length of a call. The formula is as follows:
6 + MinWaitTime + AvgCallLnth * (CallerPosition -1) / (max(AgentsAvailable,
MinimumAgents))
Note: The formula uses whichever is larger, AgentsAvailable or MinimumAgents.
Parameter Description
MinWaitTime
Minimum wait time
AvgCallLnth
Estimated average call length
CallerPosition
Position of the caller in the queue (includes priority)
AgentsAvailable
Number of agents currently signed in and in the personal status Available or
Available (Queue Only).
MinimumAgents
Minimum agent count
Release 2.0 Service Pack 1
April 2011