What is Expected Wait Time (EWT)?
Expected Wait Time (EWT) is an estimate of how long a customer will have to wait in a queue before being connected with an agent. This estimate is based on factors such as incoming call volume, average handling time, and current staffing levels.How to Calculate Expected Wait Time (EWT)
Why Expected Wait Time (EWT) Matters
EWT is crucial for managing customer expectations and ensuring a positive customer experience. Long wait times can lead to frustration, abandoned calls, and decreased customer loyalty. By accurately estimating and managing EWT, contact centers can improve service levels and customer satisfaction.Factors Influencing Expected Wait Time (EWT)
Several factors can affect EWT, including:- Incoming Call Volume: Higher call volumes can increase wait times.
- Average Handling Time: Longer handling times can lead to longer queues.
- Staffing Levels: Insufficient staffing can result in longer wait times.
- Queue Management: Efficient call routing and queue management can help reduce EWT.
Strategies to Improve Expected Wait Time (EWT)
To improve EWT, consider the following strategies:- Optimize Staffing Levels: Ensure adequate staffing during peak times.
- Implement Call Routing Strategies: Use intelligent call routing to distribute calls efficiently.
- Monitor and Analyze Data: Continuously monitor EWT and analyze trends to identify bottlenecks.
- Use Virtual Queuing: Allow customers to hold their place in line without staying on hold.
Related Terms
- Average Handling Time (AHT): The average time taken to handle a call or request.
- Service Level: The percentage of calls answered within a specified time frame.
- Abandonment Rate: The percentage of calls abandoned by customers before being answered.
Conclusion
Expected Wait Time (EWT) is a vital metric in customer service operations, helping to manage customer expectations and improve service efficiency. By understanding and optimizing EWT, contact centers can enhance the overall customer experience.How NiCE is Redefining Customer Experience
NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement
