I'm trying to figure out what the difference is between the EWT calculation for Courtesy Callback versus the built-in function EstimatedWaitTime(). The only documentation I can find for the built-in function isn't very descriptive it terms of the math behind it. Below is the description I find in a document;
Returns the minimum estimated wait time for each of the queues against which the call is queued (skill group(s) or precision queue(s)). Queue to Agent(s) is not supported. If no data is available, returns -1. The estimated wait time is calculated once, when the call enters the queue.
The default estimated wait time algorithm is based on a running five minute window of the rate of calls leaving the queue. Any calls which are routed or abandoned during the previous 5 minutes are taken into account as part of the rate leaving queue. For precision queues, the rate leaving queue represents the rate at which calls are delivered or abandoned from the entire precision queue, not any individual precision queue steps.
I have tried both calculations and they both seem to give different results. The eventual plan is to get courtesy callback working, but our current request is to speak back the current position in queue and the estimated wait time to the caller if they are queued.
Anyone know which is best to use, built in function or the calculation?
