Enabling the Estimated Wait Time feature

Estimated Wait Time (EWT) is a projection of how long a person would wait before being answered by a live agent. Admins can enable this feature within Flow using the Route To widget. 

This article covers:

• How to enable the Estimated Wait Time feature
  • Enable using the Route To widget

Prerequisites for enabling Estimated Wait Time

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to enable the Estimated Wait Time feature

Enable using the Route To widget

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Click a flow's display name to edit it.
4. In the left-side widgets panel, click and drag Route To onto the preferred location in the flow.
5. Select the Route To widget.
6. In the Settings tab, click the Notify estimate wait time toggle.
7. Select a language, then customize the text to convert to speech for the Estimated Wait Time greeting. Zoom Contact Center will play the greeting in the specified language.
8. Select a voice for the specified language.