When we used chat with AWS S3 recording bulk actions integration the transcripts returned records with participantPurpose = acd. We were using the acd entries to determine how long a client waited on queue.
However, the records are not currently included in the Web Messenger implementation.
where can we obtain the amount of time the client waited on the ACD (queue) ?
This is an example of what chat interface for AWS S3 recording bulk actions.
{ ...
"bodyType": "member-join",
"participantPurpose": "acd",
...}
{...
"bodyType": "member-leave",
"participantPurpose": "acd",
...}