ShoreTel Workgroup Queue Handling – Estimated Wait Time
ShoreTel Workgroup Queue Handling lets you enable the feature to play an announcement to the callers of how much time is left in queue.
This is a simple checkbox in the Queuing steps of the Workgroup. “Announce Estimated Wait Time” (See below)
The Estimated Wait Time is a moving average based on the duration of the previous calls and rounded to the minute.
It is calculated as:
Average wait seconds = ((“Average wait seconds” * 9) + “New wait time”) / 10
Where the “New wait time” is the time it took the last call to get to an agent.
The wait time that is spoken to the caller is:
Spoken wait time = “Position in queue” * “Average wait seconds”
This means the wait time is based on a rolling weighted average of previous calls.
After 10 calls, 61% of the time is based on the 10 most recent calls.
After 20 calls, 86% of the time is based on the last 20 calls.
The wait time may be inaccurate with a low call volumes.