Expected Wait Time

[visualburn]

Express 3.5(3) environment.

Does anyone know exactly how Expected Wait time is calculated? I am having this issue where I queue a call and the caller hears " Your expected wait time is -1 second". If anyone has see this issue, please advise.

Thank you

[pralex]

If either the CSQ's average talk time or the total number of working resources is 0, the Estimated Wait time is -1.

[michaelmiu]

Yup, you need to have an agent that's ready and then handles the first call. The second call that comes in will encounter a non -1 waiting time. Use conditional statements. If wait time = -1, don't play. Else play "Your expected wait time is..."