Estimated Waiting Time

The Estimated waiting time (EWT) component retrieves an estimate of the average time a ring group 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 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 previously spent in the waiting queue.


Additional Resources: