Hey I am trying to wrap my head around the Maximum Wait Time and what it reflects.
Does it only include the time in the queue that the user has actually spent or does it also include the time the user would have chosen to arrange a callback and it would include the time that the user wouldn't have actually waited on phone but have just virtually spent time in the queue until a callback is arranged?
Eg: User waited on call for 2 mins and chooses the callback option. The user gets a callback after 20 mins. So would the wait time be 2 mins or 22 mins? I would imagine this clarity would allow me to answer queries related to what does maximum wait time, total wait time, etc actually reflect.
Thanks heaps in advance for clarifying this. Also, please send me a link to the page in the documentation which supports your answer. Thanks.