How Are Average Wait Time and Expected Wait Time Calculated in Oracle Live Chat?
We are configuring Oracle Live Chat and have a question regarding the queue metrics displayed to customers.
When a customer is waiting in the queue, the chat widget shows:
For example:
- Position in queue: 1
- Average wait time: 00:00
- Expected wait time: 00:00
I'm trying to understand:
- How are the Average Wait Time and Expected Wait Time values calculated?
- Are these values automatically derived from historical agent performance and queue data, or do they require configuration?
- Is there any setup or configuration required to enable accurate wait time estimates?
- Can these values be customized or manually configured?
- Are there any prerequisites (routing, agent presence, service request settings, etc.) that impact these calculations?
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