How to calculate real-time chat waiting time for dashboard tiles

SuhailMohamed
Kilo Contributor

I need help creating a dashboard report that shows real-time chat waiting times. Specifically:

Need to calculate time for chats waiting in queue before agent accepts
Currently have dashboard tiles showing 'Chats waiting' and 'Daily Ave Wait Time'
Looking to implement a calculation that subtracts open_time from current_time
Want to display results in seconds similar to attached screenshot

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