this post was submitted on 14 Jun 2024
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I sell and build call centers for a living.
Yeah, it's fake lol. I mean maybe for some businesses it isn't fake, but usually clients would ask us to make it where "if there's more than X calls in queue, play the message". Turns out, there's always more than X calls in queue. It's not actually looking at the average.
It's kinda weird, some things are just always like that, some things clients want to add in because the average user expects it.
Someone wanted a repeat caller to get bumped to the front of the queue. Literally encouraging the "if I hang up and call back I'll get there sooner" people. Awful.
So the length of the queue is the expected average, right? Then, if you fall off that you are therefore the above average call in the message.. except the length of the queue probably doesn't actually much to do with any kind of average of the number of calls.