[jesnofear]

A feature that has been asked from my co-workers/clients/friends if the system can also do estimated wait times as well as there queue position.
the system is already documenting hold times and how long the users are taking, cant it pull that number every time a call comes in, compile it quickly and prompt the user that its going to be about 30 seconds till the next person is available?
and when its undetermined skip that part? like lets say you just had a busy rush and then it dies down for the next hour, the first caller in should not hear 2 minutes they should here they are in position 1. vs while during the busy rush there are 4 people in queue and it takes about 2 min per customer and 3 people are answering phones (known by agent logged into queue), you would hear you are in position 4 in queue, the estimated wait time is 3 minutes, please hold.