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If you’re wondering about the estimated wait time (EWT) in Amazon Connect, here’s a simple explanation to help you understand how it works and what to expect.
The EWT is an estimate of how long a customer will wait in the queue before being connected to an agent. Based on the available information, this estimate is only shown while the customer is actively waiting in the queue. However, it’s not entirely clear how often this estimate gets updated or recalculated for customers already in line.
The system retrieves queue data about every 5 to 10 seconds, so it updates metrics quite often. But because the specific details about how frequently EWT is recalculated aren’t clearly documented, it’s uncertain whether the wait time is revised regularly or remains the same once it’s first calculated.
In your experience, you noticed that new customers see a new, updated EWT while those already waiting still display the same estimate. This suggests that EWT might be an approximation that’s recalculated for new arrivals but stays static for customers who entered the queue earlier.
If you need exact details on how EWT is managed—such as its update cycle or whether it’s recalculated for customers who are still waiting—the best step is to contact AWS Support. They can provide official information and clarify any uncertainties you have about this metric.
For more information, you can check the Amazon Connect documentation here:
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