Estimated wait time prediction calculation

Estimated wait time (EWT) is used in determining when to launch overcapacity deflection and for In-Web and In-App UIs, which show wait time to end-users.

EWT for calls

For calls, EWT is calculated based on the following formula:

EWT = ((average duration in channel / active agents in channel) * (agents in
common / active agents in current queue) * (queued calls - available agents)) +
{EWT for callbacks, campaign calls, and scheduled calls}

EWT for chats

For chats, EWT is calculated based on the following formula:

EWT = (average duration in channel / active agents in channel) * (agents in
common / active agents in current queue) * (queued chats - available agents)

Note: In chat channels, the value for active agents includes a multiplier based on the chat concurrency if the chat concurrency is >1. This is because chat concurrency increases the amount of available chats a single agent can handle.

Calculation considerations

The following are considered when calculating EWT:

• Priority settings are considered when calculating the number of calls or chats in queue. Only calls or chats with higher priority than the end-user are counted.

• Multiple assignments of agents are considered when calculating available agents. For example, if the agent is assigned to only one queue, the count is 1. But if the agent is assigned to two queues, the count is 0.5. If the agent is assigned to three queues, the count is 0.3.

• Offline agents are excluded when calculating active and available agents.

• The average duration value is based on the previous hour.

• 10 seconds of wait time is added to the EWT for all sessions. This is to account for channel-specific messages to the end-user.