Average wait time message using current queue activity?

This should seriously be something that Zendesk should be actively fixing. We had to turn it off because this feature lowered our satisfaction by 4% due to constantly lying and misleading the customer. This is also a known feedback issue that appears to have been around for a while (over a year) but is actively ignored and it seems they don't want to fix despite it being relatively easy considering it is already built. What I guess would be the new question is why does Zendesk actively want to have our satisfaction lowered instead of building something that would assist with customer satisfaction?

We had the same issue and had to shut off this option. It was causing more frustration for our customers.  Wish Zendesk would fix it!

When we've had a peak in calls, the message might be played during the rest of the day when in reality there's no more serious wait time.  Conversely, depending on the time of day, the 24 hour average could be 6 minutes, but the current wait time could be 35 min.  We have peak seasons rather than peak times of the day, so reconfiguring Zendesk to accommodate the known peaks as well as the unexpected ones would be challenging.  We want to keep the average wait time message - I just wish you could define the time would recalculate more often than every 24 hours.

I would like to echo Richard's feedback.  Currently, due to Coronavirus, we are experiencing an uptick in volume. During this VERY sensitive time, it is practically infuriating for a client to hear "your average wait time is 2 minutes" and then they are on hold for 10 minutes.  Now, as a default, I've had to remove the message altogether and our clients are just left there wondering when anyone will pick up.

I do not agree with how this "average" is determined. For our company, we operate 8 am-5 pm PST Monday-Friday but the average wait time calculation is taking into account all the hours we are not open when the wait time is "0".  So even though we have been consistently in the 10 minute wait time during business hours, this average is being brought down but wait times that do not even exist in our business. 

I'm very hopeful that this will get product eyes on it soon. It is detrimental to client experience and is not transparent enough to help clients make a better decision (i.e. leave a voicemail, get a callback, go to our Help Center, etc).

I would love to have any recommend workarounds in the time being.  Thanks!

I've had the same feedback a long time ago, but I can't find it. Maybe I didn't share it here, but in a conversation with a Product Manager or so. Anyway, this makes the feature useless for us. We also have very high morning peaks, makes the message kick in for the rest of the day, while wait times could be back at normal levels.

Different numbers also don't really help you out when you make use of IVRs. In the end people don't wait for availability for a certain number or brand, but availability in a certain group.

Our abandoned rate is too high, but looking at the queue times on abandoned calls, we find that most people are dropping in under 5:00. We're wondering if we could keep most of those callers on the phone if they had a reasonable idea of how long they were going to have to wait.

It would be useful if:

1. The wait time message would tell each caller the expected wait time based on the queue length at the current time (or, if not possible, the average length over the last 30 minutes - we generally have two peak periods per day). 
2. The wait time message would play back to the user on a configurable time interval - 90 seconds, 2 minutes, etc. 
3. Each time the wait time message plays, it reminds the user of the options to:

• dial 1 to leave a message 
• dial "n" to keep your place in queue and get a call when your place in line comes up

Any update on the status of adding/updating this feature? It's disappointing that this functionality isn't available yet. We are forced to either offer a problematic (miscommunicating the wait time) user experience for our customers or one without wait times at all. We are definitely feeling the absence in our customer experience.