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06-06-2002, 05:58 PM
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Formula for Remaining Queue Time
I am looking for a good equation to project remaining queue time for callers based on their position in the queue.
What are the variables to consider and the corresponding equation? Thank you. 
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06-07-2002, 11:32 AM
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Because calls in the queue are answered in a FIFO fashion, the average remaining wait time is a function of the numbers of calls ahead of you and the rate in which agents remove calls from the queue. The average wait time per call can be calculated as follows:
Avg. Wait = 1 / (Agents*AHT *F) F= 1- Call Rate/(Agents*AHT) F is a factor denoting the “efficiency” of call removal You need to pay attention to the units, e.g. call rate is usually in calls/hour, and AHT is in seconds… Contact me if this is not clear enough… Joe Barkai DIAGNOSTIC STRATEGIES www.DiagnosticStrategies.com Tel. 781-433-0833
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