The wait time a customer sees when they join is separate from the averages shown on the analytics page. Analytics reports actual history. The customer-facing estimate is computed by one of three methods you choose per queue.

Pick a wait time method

  1. In the admin sidebar, click Settings, then Queues.
  2. Open the queue you want to tune.
  3. In the Wait Time Method dropdown, choose one of the three options below.
  4. Save. New joiners will see an estimate based on the method you picked.

The three methods

  1. average: uses a rolling average of recent service times. Set Wait Time Average Count to control how many recent entries feed the average. Outliers (a visit left open for hours) are excluded automatically so one forgotten entry can't distort the estimate. Good for queues where service length is consistent.
  2. service_time: adds up the Estimated Minutes of each person ahead, using the service they picked. Good when service duration varies but each service has a reasonable default. Set estimates per service in Settings then Services.
  3. manual: uses a fixed number of minutes you type into Manual Wait Minutes. Good during events or when you want a simple, predictable promise.

Why analytics and the estimate disagree

Analytics computes Avg Wait Time (mins) from joinedAt to calledAt and Avg Service Time (mins) from calledAt to completedAt across completed entries. Those numbers describe the past. The customer-facing estimate uses only the method above and a customer's current position, so the two can legitimately differ.

Common problems

  • Estimate is too low with method average. Increase Wait Time Average Count so one fast entry does not skew the rolling average.
  • Estimate is way off at launch. With method average, early estimates lean on the default until real completions accumulate. Switch to manual for the first week if you prefer a set number.
  • Services vary wildly. Use method service_time and give each service its own Estimated Minutes.
  • Manual number feels stale. Method manual never updates itself. Revisit it when traffic changes.
  • Customer saw a different time than analytics. Expected. Analytics is historical average, not the join-time estimate.
  • The customer who is next sees no estimate. By design. When someone is first in line we show "You're next!" instead of a number.

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