Estimated Wait Time (EWT) & Queue Position Announcement

overview this feature informs callers who are waiting in a queue about their estimated wait time (ewt) and/or their position in the queue providing this information manages customer expectations and can reduce the frustration associated with holding how it works an administrator configures a node in the ivr or call flow that is responsible for handling queued calls within this node, they can enable options to periodically announce the ewt or the caller's numerical position in the queue (e g , "you are currently number 3 in line") the system calculates these values in real time based on current call volume and agent availability prerequisites an ivr/call flow must be configured to handle queued calls audio prompts for the announcements must be uploaded use cases managing expectations a customer calls a busy airline and hears, "your estimated wait time is 5 minutes," which allows them to decide whether to hold or try again later reducing perceived wait time periodically announcing, "you are now the next caller in line," can make a long hold feel more manageable and progressive for the customer benefits reduces caller anxiety and frustration setting clear expectations about the wait time makes holding a less negative experience lowers call abandonment customers who know how long they have to wait are more likely to stay on the line than those who are left waiting in silence increases transparency provides a transparent and honest service experience, which can improve customer trust