Ring CX Call Queue Event Play Hold Time Calculation

Forum|Forum|9 months ago
December 10, 2025
2 replies
25 views

What is the formula used to determine the wait time spoken to callers when the “play hold time” box is checked in the queue events?

call queues

A

Austin Miranda

Employee

Hello, currently this is calculated by the longest queued call’s duration.

For example, if a caller is in queue for 5 minutes, and a new secondary caller enters the queue, the new caller would hear a wait time of 5 minutes.

Mary-Community_Moderator

Community Manager

Hello, currently this is calculated by the longest queued call’s duration.

For example, if a caller is in queue for 5 minutes, and a new secondary caller enters the queue, the new caller would hear a wait time of 5 minutes.

Thanks for jumping in, @Austin Miranda!

@award, please let us know if Austin's information fully addresses your concern. If it does, kindly mark his response as the “Best answer” so others with similar questions can find it easily. 😊

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