Estimated Wait Time (EWT) Calculations for Inbound Queue Calls

Estimated Wait Time (EWT) Calculations for Inbound Queue Calls

Overview

This article explains how Thrio calculates the Estimated Wait Time (EWT) for Inbound Queue Calls

The formula that Thrio currently uses for Estimated Wait Time is built in such a way that it takes the latest answered call as the most important. Throughout the day there are times in which calls get answered faster and others where they are slower. To ensure the most accurate value, the last call always takes up at least 50% of the calculation. When a call is answered from a particular queue, it is checked to see if it is the first call of the day and use the wait time of that call as the Estimated Queue time. From then on, every call that gets answered in the queue is evaluated, when the call wait time is shorter, we update using that value. However, if the call wait time is actually longer, then we take a 50-50 average of the current Estimate Wait Time and this call. That means that the last call is always the most important in the calculation. As calls get exponentially longer, the estimated time grows slightly slower; and as they get shorter, the estimate goes down at the same rate. Thus, during high wait times, our Estimated Queue Times are realistic on-the-low-side approximations, so as not to incentivize Abandons; and during short queue times we display the most accurate value to keep customers on the line.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.