Estimated Call Time Interval

The ACD Statistics (Call or Queue) tools in a handler that provide callers with estimated wait time feedback uses this number of minutes in its wait time calculation. This is a rolling interval, which means the interval is the number of minutes prior to each use of the estimated wait time function as it is invoked on the CIC server. The ACD Statistics tools calculate the estimated wait time for a caller in a queue by taking the average time all callers waited in the queue during the current interval (for example, the previous 30 minutes from the time the ACD Statistics tool in a handler was invoked). The default setting for the interval is 30 minutes.