Units for Expected Wait Time in UCCX

[Dinesh Akkera]

What are the units of Expected Wait Time in Cisco Unified Contact Center Express?

The Help documentation has no units mentioned for Expected Wait Time where as the Current Wait Duration has seconds mentioned as units.

Since the Expected Wait Time is a system option, how is this calculated?

Thanks

[Jonathan Schulenberg · Accepted solution]

I’m pretty confident that is seconds too, especially since it wants an integer-type variable. Calculation is explained here: https://community.cisco.com/t5/contact-center/average-wait-time-calculation/td-p/2628141