Fastpath and customer wait times

Poking around the database end of FastPath, I see a fpSession table that includes a field for ‘queueWaittime’.

The value stored doesn’t reflect the actual times customers are waiting. For example, I did two tests - one where I submitted a webchat and waited three minutes - queueWaitTime comes out to 19 seconds (or 19,000 some-odd milliseconds). In the second test, I let it sit 5 seconds and queueWaitTime seemed correct. So clearly, this field is recording something, but not what I am looking for.

I tried pulling out the timestamps from the presence nodes in the transcript xml, but those are inaccurate also.

How can I find the real wait time for a customer’s session - the time between when they clicked submit and the agent clicked ‘accept’?