Expected Wait Time

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know?75% of customers say long wait times are the most frustrating part of a service experience.

1. What is expected wait time?

Expected wait time refers to the estimated duration a customer or caller must wait before being assisted. It’s commonly used in call centers, live chats, and service queues to set expectations and reduce frustration.

2. How to calculate expected wait time?

Expected wait time can be calculated using the formula:

EWT = (Number of people in queue × Average handling time) / Number of available agents
This helps predict queue delays and optimize staffing.

3. What does estimated wait time mean?

Estimated wait time means the system’s real-time prediction of how long a customer will wait before being served. It adjusts dynamically based on queue length, agent availability, and service speed.

Learn how IVR and rea-time analytics reduce expected wait time and improve CX