Feature Request: Real-Time Estimated Queue Hold Time in Zendesk Talk

The current Estimated Queue Hold Time message in Zendesk Talk is based on a 24-hour average rather than real-time call volume. This results in inaccurate wait time estimates, especially for organizations like ours that experience frequent call spikes throughout the day. Customers may be told to expect a short wait when the actual hold time is much longer, leading to frustration and a poor customer experience.
 

Business Impact of Limitation:

• Misleading hold time estimates create a negative customer experience, increasing complaints and call abandonment rates.
• Customers may stay on hold expecting a shorter wait than reality, tying up phone lines unnecessarily.