Hi all,
I have a bit of a funny question. When a call is in a queue and “Announce Hold Time” is enabled, how is the estimated hold time calculated? Is it based on call history from that queue? So if the average call time is 2 minutes and the caller is in queue position 2, then their estimated call time would be 4 minutes? My company is currently switching from ring groups to queues and upper management wants to know this.
Thank you