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:

• determining a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device;
• determining a number of contact center agent devices available for the communication based on a connection status of at least one contact center agent device;
• and
• calculating an estimated wait time for the user device based on the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device.

A system comprising:

• memory hardware storing instructions;
• and
• processing circuitry configured to execute the instructions to:
• determine a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device;
• determine a number of contact center agent devices available for the communication based on a connection status of at least one contact center agent device;
• and
• calculate an estimated wait time for the user device based on the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device.