(average chat handle time * ((number of active chats/2) + queued chats) / average concurrency rate) / number of active agents

The following are the key factors in calculating the expected wait time:

• The CSR pool's capacity at a specific time, which is the number of available CSRs in the queue multiplied by the concurrency allowed for each CSR

• The number of queued conversations ahead of the new request

• The number of active conversations that the CSRs are currently working on

• Average chat handle time for the queue

  Calculating the estimated wait time based on a few conversations might provide skewed results. To avoid that, you can configure the minimum number of resolved interactions to evaluate before computing the estimated wait time for a new request. You can also configure the engine to consider only the resolved interactions within the last specified minutes. A right balance of these two configurations results in the most optimal data set to utilize for computing the expected wait time. When the above conditions are not satisfied, the routing engine does not calculate the expected wait-time. We instead fall back on the value configured under the Default wait-time setting.