Connect Support average wait time does not reset when there are no active chat_queue_entry recordsIssue <!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Overview This article is to address whether or not the 'Average Wait' time should reset back to 30 seconds if there are no active 'Work In Progress' chat_queue_entry records. Explanation Connect Support Average Wait time is calculated by the business rule called 'SNC - Chat Queue Average Wait Time' on the chat_queue_entry table. It averages the wait time of the last 20 'Work In Progress' chats ordered by opened_at. If there are no chat records in a 'Work In Progress' state, the chat queue will keep the last known wait time until more records are generated. Example The 'Average Wait' time is shown here when waiting in a chat queue: