What Is an Estimated Wait Time (EWT)?
In a contact center, an estimated wait time (EWT) refers to a metric that determines how long a caller is anticipated to wait in queue before an agent answers the call. Some contact centers measure this by looking at how long a customer has been waiting in a queue and the average time to answer for the last 15 minutes. EWT is often communicated to customers so they know how long they may be on hold.
Reasons to Measure Estimated Wait Time (EWT)
Call centers use EWT to:
Manage wait time expectations
Give customers the choice to wait or request a call back
Gauge call center performance
Image
![self service](/sites/default/files/styles/responsive_max/public/2024-07/Self-Service-754x450.jpg.webp?itok=5W3cMQO-)