Minimum Averaging Window (Minutes)

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

The Minimum Averaging Window (Minutes) setting allows you to set the minimum timeframe for the rolling average calculation of the average seconds per agent answer metric. The average seconds per agent answer is then used to calculate the Estimated Callback Time (ECBT) for a Call Target.

Quick access: Callback > Call Targets > Your Call Target > Registration Settings

Screen capture of Minimum Averaging Window setting

With a longer averaging window, the average seconds per agent answer metric should include more agent answer events, thus providing an average that is less affected by short-term changes. On the other hand, a shorter averaging window can be more susceptible to short-term fluctuations, with the advantage of responding more quickly to changing queue conditions.

By default, Minimum Averaging Window (Minutes) is set to 20.

Graphic showing how minimum averaging window is calculated

To learn more about how ECBT is calculated, see Understanding Estimated Callback Time (ECBT).

Note: The Minimum Averaging Window (Minutes) setting does not account for the number of agent answer events that are received within the configured time window. For even greater control, you can adjust the Minimum Number of Data Points to Average setting, which will extend the averaging window when needed, in order to ensure that a certain number of samples are available for the calculation.