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The wait time announcements feature is available as part of our Limited Availability Program. For information about this program, see Limited Availability Program.

ExcerptWait time announcements provide information to the caller about how long they can expect to wait for an agent to answer their call. 

You can enable wait time announcements in Universal Contact Distributor (UCD) applets. For information about UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

...

  • Target answer time. The target answer time is the shortest duration of any target answer times set by Set SLA applets in a call plan and any agreement routing targets.

  • Recent answer time. The recent answer time is the average answer time for the last five calls of this type

    . If there are

    answered within the last 30 minutes.

    Info

    The call's type is based on the UCD and skill (including personal queue) settings.

    If fewer than five

    previous calls

    calls of this type have been answered within the last 30 minutes, the recent answer time is the average answer time of all calls of

    the available calls

    this type answered in the last 30 minutes.


To enable wait time announcements, perform the following steps:

...