Hi!

There is no option to give individual guesses of the expected waiting time. The announcements that are used, have to include the waiting time, if you want to give the customers an information about it.

Personally I always exclude this and just give the customer the waiting position and let them figure out themselfes, if it is worth waiting. A different approach would be to use the reporting for the waiting queue and take an average talk time to estimate the expected time. So if the average is 1 minute per caller, you would build the announcements like this:

First Announcement: "Welcome to XY, a agent will answer your call as soon as possible."

Second Announcement (i.e. waiting position = 3): "Sadly we are busy at the moment. You currently are at waiting position 3. Expect your call to be answered in the next 3 minutes." - and probably add some melody on hold (like 20 secs) to the end of this announcement.

After this announcement is over, it will automatically be repeated and always use the current position to definde the announcement which should be used next. Under the above circumstances it would probably be position 2 and therefore 2 more minutes to wait.

I personally don't like those announcements including a time. Customers often refer to this time and might hang up, if it takes longer. Even tho you are using a average time per caller, there always might be this one case, that needs 15 instead of 1 minute to be solved.

Hope this helps!

Best Regards

Maurice