Fastpath admin panel -> Reports -> View chat usage


I have seen some posts around queueWaitTime being inaccuarate. This seems to be something around a lack of enough data for the algorithm to be accurate.

However i see on this admin panel that the:

Average user wait time prior to being served: 1 second

Is way off what we saw, with customers in queue for over 20minutes in many cases.

Has anyone encountered this? Can anyone give me a basic understanding of how this is calculated? There was mention of a slow DB call for queueWaitTime being the cause of some issues. Can anyone tell me what data is used from the fp schema to calculate this time?

Any help appreciated.