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 either in the Queues settings or within Flow using the Route To widget. 

This article covers:

• How to enable the Estimated Wait Time feature
  • Enable in the Queues settings
  • 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 in the Queues settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Create a queue or click the display name of the existing queue you want to edit.
4. Click the Profile tab.
5. In the Queue Waiting Experience section, click the Notify estimated wait time toggle.
6. Select a language, then customize the text to convert to speech for the greeting.
   Zoom Contact Center will play the relevant language based on the engagement language variable.
7. Select a voice for the specified language.
8. Click Add.
9. (Optional) Click Add Language then repeat steps 6 to 8 for each language you wish to add.
10. Click Done.

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 greeting.
   Zoom Contact Center will play the relevant language based on the engagement language variable.
8. Select a voice for the specified language.