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 (EWT) is built in such a way that it takes the last answered call as the most important. Throughout the day there are times in which calls get answered faster and others where they are slower. For the EWT time to change the call must be answered, calls that drop while in queue are not included in the EWT calculation. 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.

Example:

Start of the day – Fresh Estimated Queue Time

EQT = 0s, no calls have gone into the queue yet.

EQT = 0s


1st call comes in – The EQT is 0 seconds as the calculation is done after exiting the queue. Agent takes the call that had been in queue 20 seconds, so EQT becomes this value.

EQT = 20s


2nd call comes in – The EQT is 20s. Agent takes call after 30s. Latest call was longer queue time than EQT so the EQT is now an average of the 2:

EQT= (20+30)/2=25s


3rd call comes in – The EQT is 25s. Agent picks up after 125s. Latest call queue time was longer so the EQT is now an average of the 2 :

EQT= (25+125)/2=75s


4th call comes in – The EQT is 75s. Agent picks up after 15s. Latest call queue time was shorter so the EQT is now equal to the latest queue time:

EQT= 15s


5th call comes in – The EQT is 15s. Agent picks up after 10s. Latest call queue time was shorter so the EQT is now equal to the latest queue time:

EQT= 10s


6th call comes in – The EQT is 10s. Agent picks up after 20s. Latest call queue time was longer so the EQT is now an average of the 2: 

EQT= (10+20)/2=15s


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