Call Wait time is not real


I've been using an S100 for a while and I'm pretty sure it was fine before, but now the call wait time is just 4-5 secs less than call conversation duration with an agent. And I'm sure the call still takes alot of time while getting in queue and searching for free agent, so it is not adding this period to the call duration, which I believe it did before.

Is there a setting I could've changed before or how can I get truthful results?

Thanks in advance


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