Digital Estimated Waiting Time

The Digital Estimated Waiting Time (EWT) component provides users with an estimated wait time when engaging with a contact center via digital channels. This feature helps set clear expectations, reducing uncertainty, and enabling users to manage time more effectively. It follows a similar approach to the existing EWT component for voice interactions, fostering consistency across channels.

How It Works

The component calculates the estimated time until a response is received based on the first response time metric from past digital conversations. The computed wait time is stored in a context variable and can be relayed to the user via the Automated Message component. This allows users to stay informed and in control of their chat experience.
The EWT calculation follows a moving average formula to provide a dynamic and up-to-date estimation of response times:

Where:

• A = Estimated first response time.
• A' = Previous first response time (if no previous value exists, W is used).
• W = First response time of the most recently answered conversation.

If both A' and W are unavailable, the component will not return an estimated wait time.

Feature Behavior

• EWT by Channel: The component calculates wait times separately for each conversation channel (e.g., chat, SMS, WhatsApp).
• Ring Group-Specific Calculation: The EWT is determined based only on conversations assigned to a single ring group. Conversations that move between multiple ring groups (e.g., A, B, and C) are excluded from EWT calculations.
• Real-Time Updates: The EWT is recalculated each time a new conversation is answered, ensuring accuracy and relevance.