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Glossary

What is the Expected Wait Time (EWT)?

Expected wait time (EWT) refers to the actual time when a caller has to wait in the queue until the agent answers.


However, it is not as simple as it seems. Additionally, you can calculate EWT using a method that considers elements including staffing, handling time, and recent call wait time.


There is no such thing as a precise wait time estimate!


EWT (expected wait time) is always a calculated guess. Usually, it uses to tell the callers how long they have to wait. And, it is almost always a round figure of the nearest whole number.


For instance, you may inform customers that they will have to wait one minute. You will probably not tell them they'll have to wait one minute and twelve seconds!

How to Calculate EWT (Expected Time Wait)?

The calculation of expected wait time (EWT) is not as simple as you perform easily. Besides, it demands the usage of call center software with rolling calculation capabilities. Through the program, such information will be given to an operational manager and, ideally, queuing customers.


Additionally, EWT is the amount of time where the most recent clients have to wait for services.


Important: this calculation will initiate only when the customer is routed in the queue of ACD.


The second consideration is how long the customer has been waiting. After one minute, if the system estimated a two-minute wait time, it will reflect a one-minute wait time.


The third factor refers to the average handling time of current calls. This will cause the EWT to climb and fall in lockstep.

What is the Importance of Expected Wait Time (EWT)?

Informing customers about the expected time of their wait is generally considered good practice.


According to the survey, this sort of relevant knowledge dramatically improves the user experience. On the other side, generic statements like "we value your call" and "you may find answers on our website" upset customers.


Another trend in previous-generation queuing systems was to hang up on callers after a certain period of time had passed.


This has a significant impact on customer experience!


Long lineups are unavoidable at times. In these cases, virtual queuing is usually the best option.


Customers can use virtual queuing to stay in a call queue after hanging up.


An outbound call is promptly booked and placed when your contact center's agents become available again.


This is a very useful technique for smoothing call volume peaks and troughs.

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