The Estimated Waiting Time (EWT) componentcomponent - Components are the basic building blocks of a call flow. There are multiple components available that you can add and configure to suit your needs. Check the full list of available components in the "Studio Components" section of this guide. retrieves an estimate of the average time a ring groupring group - A ring group is a distinct text value applied to agents to define call routing. Ring groups represent skills, departments, languages, or other distinguishable characteristics. When a call is routed to a ring group, the system checks whether agents containing that ring group are eligible to receive the call. takes to answer a call. The average time is calculated according to the calls that the ring group answers in the previous 10 minutes. If no call is answered during that period, the EWT cannot be calculated.
Characteristics of the EWT:
● It's retrieved in seconds.
● It can be used multiple times within the same flowflow - A flow represents the full lifecycle of a call. It is a road map to how calls will be handled from the moment they enter the phone system to the end of the call..
● It can be placed on every single point of the flow.
● The EWT value takes into consideration the time the caller has previously spent in the waiting queue.
Updated a day ago