Calculating an estimated wait time

At least one non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• receiving, at a server and from a user device, a request for a contact center engagement;
• adding, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;
• determining, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;
• determining, at the server, a number of contact center agent devices available for a communication with the user device;
• and
• calculating, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.

A system comprising:

• memory hardware storing instructions;
• and
• processing circuitry configured to execute the instructions to:
• receive, at a server and from a user device, a request for a contact center engagement;
• add, at the server, the user device to a user queue of devices, the user queue being stored at the server using a queue data structure;
• determine, at the server, a number of devices, of the user queue of devices, preceding the user device in the user queue;
• determine, at the server, a number of contact center agent devices available for a communication with the user device;
• and
• calculate, at the server, an estimated wait time for the user device based on the number of devices preceding the user device in the user queue, the number of contact center agent devices, and wait times of user devices, distinct from the user device, in the user queue.