I am working on creating a monitor for our chat agents and management team to be able to monitor our chat queue times. We currently are using the Estimated wait time that exists in the chat api, however due to the length and volume of the chats during peak hours the api is not able to accurately estimate the wait. I wanted to check on here to see if there is a way to get the longest wait time using the chat api before digging into creating a "ghost" user to access the queue information with the agent api.
Any input on using either api would be very appreciated.
Thanks,
Alex