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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. |
Wait time announcements provide information to the caller about how long they can expect to wait for an agent to answer their call.
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- 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 areanswered within the last 30 minutes.
previous callsInfo The call's type is based on the UCD and skill (including personal queue) settings.
If fewer than five
the available callscalls of this type have been answered within the last 30 minutes, the recent answer time is the average answer time of
all calls of this type answered in the last 30 minutes.
To enable wait time announcements, perform the following steps:
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