Estimated Wait Time (EWT) Calculations for Inbound Queue Calls

Estimated Wait Time (EWT) Calculations for Inbound Queue Calls


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.

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