How a courtesy callback call is placed back into queue in the callers original position in queue?
Estimated wait time (EWT) is being calculated on the time that callers spend in queue awaiting an available agent. Based on history of Calls in queue and how quickly agents are answering calls determines the EWT value. The call never leaves the queue, so the position in queue remains the same. We are using the EWT to determine if it is time to re-establish the caller leg of the call.
