Originally Posted by
SamirD
I should ask my wife of her opinion on such things since she builds and manages contact centers for companies (not Delta, lol).
Forgot about this so I just asked her. It depends on how things are configured, but generally it will take the average call time and multiply it by the number of calls in queue to come up with the estimated wait time. When I asked her how can these systems be off so much between the estimate and the real wait, she mentioned that call times simply go over and the average changes and not all systems will update the wait time when it changes. So you'll hear 30 minutes and then it can end up being longer because since the time it told you 30m, things changed. Hope this explains stuff. It is also important to note that she said most systems have the same functionality so there is a feature to update these estimates in real-time (as many of have heard on other hold systems), and for whatever reason Delta simply isn't using it.