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What is EWT in VoIP?

EWT stands for Expected Wait Time. EWT is a call center metric that predicts how long a new caller in a queue will wait before an agent takes their call.

EWT can be used to provide at-a-glance health information for the call center. As a prediction it is not always accurate however.

It is similar to Average Speed of Answer (ASA) but guessing for the future. It’s data is based on recent handle times, and call volume forecasting.

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