Managed Contact Center / Queuing & Routing

Queue Position & Wait-Time Announcements

While a caller waits in queue, the system can automatically tell them their position in line (“you are caller number 3”) and an estimated wait time, so they’re not left guessing or wondering if they’ve been forgotten.

Why does telling callers their wait time actually help my business?

Uncertainty is what makes waiting feel unbearable. A caller who knows they’ll wait about two minutes is far more likely to stay on the line than one with no information at all — reducing abandoned calls (callers who hang up before reaching anyone — see Glossary) and the repeat calls that come from people assuming they were disconnected.

How accurate is the estimated wait time?

It’s calculated in real time from current queue conditions — how many callers are ahead, how many agents are available, and recent average handling time — so it adjusts dynamically rather than using a fixed guess.

Can I customize what callers hear besides position and wait time?

Yes — you can layer in your own messaging: promotional announcements, hours of operation, a reminder about your website or self-service options, alongside the position/wait-time updates, all through custom on-hold prompts.

Does this replace the option to request a callback?

No, it complements it — many businesses show the estimated wait time and then offer a callback specifically once that wait crosses a certain threshold. See Queue Callback for that option.

Can managers see the same wait-time data callers hear?

Yes, and more — supervisors see live wait times, queue depth, and agent availability on a real-time dashboard. See Real-Time Wallboards for the manager-facing view of this same data.