Gary

Great idea, Manuel! I'll experiment and see how that might work out. Thanks for following up again

As a temporary work-around with the current set-up you could potentially allocate different numbers on different times of the day, if possible, so that a more precise estimation would be offered to your customers. 

I hear you Manuel, but that requires modifying our configuration in multiple ways, multiple times a day. I think that kind of administration is too costly of an endeavor for us, given that a Zendesk Admin would need to do this. 

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. 

Thanks!