Estimated Wait Time in Queue

[teryx4]

I have a couple of questions:

1 - What determines the estimated wait time in queue? I found this in documentation: "The first call’s estimated waiting time is always 0 until the first call is answered with an answering time >0". How does it calculate the average wait time in queue?

2 - If I have two queues can I calculate a combined estimated wait time for those two queues?

Any help is greatly appreciated!

Thanks,
Tony

 

[janni78]

If I remember correctly it will calculate the average on the last 5 calls.

If you want the estimate between 2 queues you would use a Logic action and add the estimate of the 2 queues divided by 2.

"Trying is the first step to failure..." - Homer