Contact Center1 MIN READ

Expected Wait Time (EWT)

November 11, 2020 By LinkLive
  • LinkLive
  • November 11, 2020

Expected wait time (EWT) is the actual amount of time expected of a caller to wait during their call for an agent to become available. In inbound contact center applications, EWT measurements are often derived by counting the number of rings the caller hears before the line is answered by an agent.

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