Metric to calculate Waiting Time on UCCX Editor

[shiblyibrahim]

Hey,

Need some advice. I have never been able to understand how the waiting time is calculated. So what I am trying to achieve is to do route calls based on the waiting time. For example if the waiting time is more than 4 minutes to go to another CSQ.

I got this value off the another script but definitely the value isnt calculated in seconds. Can someone shed some light as to how the waiting time value is and how to calculate it.

The waiting time is for a user who has been waiting in the queue for quite some time

Please see screenshot of what I am trying to achieve.

Thank you in advance

[shiblyibrahim]

What I am trying to achieve is in the attached image. If the reporting statistic for waiting time is in second. If the waiting time is more than 45 seconds to act upon it. Is this correct? Am I doing something wrong?