Estimated Wait Time

The estimated wait time (EWT) is the amount of time Ivanti Voice estimates will pass before an agent answers the call from the queue. Voice applications can use the EWT calculation to:

Announce the EWT to the caller (refer to Route to Agent Block).

Automatically re-route the call according to the EWT (refer to If Block).

Ivanti Voice calculates the EWT by averaging the time in queue of the last ten calls for each service. As a result, each service has a different EWT. If there has been less than ten calls for the service since starting Ivanti Voice, the calculation uses the average of all calls for the service.

When calculating EWT, Ivanti Voice only factors calls actually routed to an agent. Ivanti Voice does not factor in abandoned calls. Refer to Abandon and Short Abandon Threshold.