How is ESA Calculated?

The ESA displayed in the Queues window is not simply a mathematical average of the total hold time divided by the total number of calls.

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The ESA Formula is:

3/4 x + 1/4 y

X is the total hold time for all callers who have entered this particular queue at any point since the queue statistics were last reset.

Y is the current hold time of any unanswered call holding within this particular queue.

The ESA is a running, weighted average and does not match the ASA reported under ACD --> reports.  This is intentional functionality.  HUD3 Queues view relies completely on the mathematical function of the console command: show queue X where X is the name of your queue.  No calculation is involved on the HUD3 Server application or the HUD3 Client application.  We are simply regurgitating the formula hard-coded into FONcore.

Over a period of time, the ESA displayed by HUD3 should move closer and closer to an actual arithmetic mean value.  

The ESA displayed within HUD3 gives Administrators the best possible idea of what the ESA is "right now" as opposed to a more general "daily" value typically relied upon when running reports on the day's call volume.