Feature Request Summary: 

Explore should be able to measure how long (on average or total) agents in Chat are waiting for responses from end-users. 

Description/Use Cases: 

We utilize Chat in a probably unique way. Our delivery drivers are end-users in Zendesk, and they initiate chats into our Support teams. There are many times where our Support agents are waiting for long periods of time for responses from the end-user (our employee). 

Business impact of limitation or missing feature:

It is important for our business to understand how long our agents are waiting in "idle" for end-users to respond. This will allow us to coach our end-user employees accordingly and identify outliers or specific reasons why this happens.