Expected wait time (repeat after hold)

[billmatthews]

I'm researching adding "your expected wait time is ..." to our IVR (UCCX 8.02). 

So far I've read the Visible Queuing example in the Cisco Unified Contact Center Express Getting Started with Scripts Guide, and a bunch of the posts here (including the example subflow at https://supportforums.cisco.com/message/3188838#3188838)

My question is (and I'm sure there will be more later)...

Does that variable get continually updated?  i.e. can I place the caller on hold for 60 seconds, re-check and re-play the new expected wait time?

Thanks

Bill

[asiddhu]

Hi

the below should clear your doubts

Expected Wait Time:

It actually determines how long a contact will wait before it is connected to an agent.

Formula for expected wait time:

Expected wait time = (Position of contact in queue * CSQ's average talk time) / Total number of working resources in CSQ.

The total number of working resources in CSQ = the sum of all resources in

Reserved state, Talking state, and Work state.

so Average Talk time includes the time taken to handle all the previous calls , which includes all the time call was in hold \unhold step in the script ,

regards

Anurag Siddhu