Current Limitation:
During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.

Requested Enhancements:

Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.

Downloaded report duration formatting: Add an export option to display duration fields and summed totals in hh:mm format for CSV and Excel reports. Totals exceeding 24 hours should retain the full elapsed hours without resetting.

Business Impact:
These enhancements would help the customer assess wait times before callback requests and produce readable reports with fewer manual calculations and formatting steps.

Expected Behavior:
A caller who waits five minutes before requesting a callback should have a queue wait duration of 00:05:00. Exported reports should preserve the selected duration format for individual values and totals.