Why Average wait time in seconds has maximum of 10 minutes

[alonsoac]

Hi. In the statistic "Average wait time in seconds (maximum of 10 minutes)" why is there a maximum? Can it be changed? What happens with chats that waited more than 10 minutes? Is it possible to know how many of those there are?

Also, is it possible to filter in statistics by incoming webhook?

[remdex]

1. Find those with more than 10 minutes from chat list just. There is filter option for that.
2. Seems statistic does not have that filtering option, but chat list has. I'll think about adding it to statistic also.

[alonsoac]

Ok. But customer wants to see the average wait time for all chats, even if they waited more than 10 minutes. Could you explain why only lower than 10 minutes are considered? Maybe if I explain the reason customer will be ok. Alternatively, is that something that is easy to change in the code, is it a single setting somewhere?

[remdex]

It's because if you will have one chart over 10minutes let say hour. It will ruin all the stats. Were you change you will have to find yourself :)