How to calculate real-time chat waiting time for dashboard tiles
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‎03-18-2025 04:33 PM
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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