Estimated Waiting Time

The Estimated waiting time (EWT) component retrieves an estimate of the average time taken to answer a call in one or multiple queues. The average time is calculated according to the calls that the ring group answered in the last 10 minutes. If no call is answered during that period, the EWT cannot be calculated.

The EWT has the following characteristics:
● It's retrieved in seconds.
● It can be used multiple times within the s​ame flow.
● It can be placed on every single point of the flow.
● The EWT value takes into consideration the time the caller has spent in the waiting queue.

Additional Resources: