Expected wait time per queue announces how many minutes the customer must wait until they are connected to an agent. The time is rounded up to the nearest minute, with a default value of one minute. You can use Expected wait time per queue in Digital and Voice channels in self-service flows. Expected wait time per queue is a default variable with read-only access. You can configure Expected wait time per queue in Automation and Orchestration.

Automation

To use Expected wait time per queue in Automation, create a new self-service flow with Wait Treatment Applications (WTA) type. Add the expectedWaitTime variable to a message element.

Orchestration

To send Expected wait time per queue to Automation, add the Give Treatment task to a workflow. In the task properties, select a self-service flow containing the expectedWaitTime variable.

Use the Play Primary once and exit playback mode to announce Expected wait time per queue to customers. Do not use a playback mode with a loop to play Expected wait time per queue to customers. The expectedWaitTime value stays the same while the Give Treatment task is running.