How Estimated Wait Time Works

A CSQ’s EWT = (Position of the task in queue * CSQ’s average talk time in seconds)/Total number of working resources in CSQ

EWT is calculated according to the above formula. EWT is calculated on the basis of the number of agents available in busy state and average talk time of the previous chats. If no agent is available in busy state EWT is estimated based on the position of the task in the queue.