Currently when a member is booked in-lobby from Concierge, this triggers a timer that tracks how long the member has been waiting since the booking was submitted. Currently this timer does not reset once an agent accepts and initiates the call.

This has occasionally led to inflated call times which misrepresent the agent's activity. Essentially, if the member waits for 10 minutes in the lobby, and then joins an agent for 2 minutes, the timer reflects total call time of 12 minutes, instead of 2.

Our request is to ensure that the live call time would properly reflect the total time the member has been on a call with an agent once an agent has initiated the call.