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How are the estimated wait times for callers in StarCenter queues determined?

On August 30th, Star2Star switched to the following method to determine estimated wait times reported to callers in StarCenter queues. This change was made to provide more accurate wait time estimates to callers.

"The estimated wait time algorithm is calculated off of the last hour of calls. It uses the industry standard ASA calculation i.e. Average Speed of Answer = Total Waiting Time for Answered Calls/Total Number of Answered Calls". (Minimum wait time is 1 minute).


 

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