We will route our tickes from L2 team L3 team, for few tickets we will keep it pening in L2 queue and few tickets we will keep it pending in L2 queue as well as in L3 queue.
I am getting the final agent wait time for a ticket but i unable to found how much agent wait time for in L2 queue and L3 queue seperatly.
Is there any possibliity to get this type of metrics from insights.
Please help me.
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