Is the intention of the Average Wait Time messaging to set the expectation for the customer?
We find that it can be misleading, because it uses a 24 hour period. We have a natural lull in the morning and a peak later in the day. The 24 hour average could be 3 minutes during the peak, while the average displayed in the Current queue activity could be 10x or more. The message doesn't set realistic expectations for the customer in that scenario.
Is there any plan to change which metric the messaging reports? Or allow for an administrator to select the metric the message reports? It would be a great tool in setting accurate expectations for our customers.
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