I have a requirement from the Service Desk TL to get a real time widget to show the longest wait time for chat. I couldn't see anything out of the box in the PA chat plugin.
The only way I could get close to achieve this was to create another column on the chat_queue_entry table, then setup a schedule job to update that column with the current wait time for any chats in the 'waiting' status. This worked for calculating the duration, but didn't play nice with the real time score. It would start off by showing the longest wait time, but would show a 0 after the schedule job did the update.
Has anyone come across this as a requirement and have any ideas? Is there anything that I may have missed?
