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• Target answer time. The target answer time is the shortest duration of any target answer times set by Set SLA applets in a call plan and any agreement routing targets.

• Recent answer time. The recent answer time is the average answer time for the last five calls of this type

  . If there are

  answered within the last 30 minutes.

  Info
  The call's type is based on the UCD and skill (including personal queue) settings. If fewer than five

  previous calls

  calls of this type have been answered within the last 30 minutes, the recent answer time is the average answer time of

  the available calls

  all calls of this type answered in the last 30 minutes.

  
  

To enable wait time announcements, perform the following steps:

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