With wait time option under the tab for Conversation Summary.

Could a new field be added which show the amount of time a customer has been awaiting to be answered instead on the 120 sec wait time which loops every 120 second. I will believe this shows and incorrect on how it take for an agent to answer the call.

This waiting based on you description is still wrong due to the 120 second cycles. What I did is let the 1st 120 cycle pass and then on the 2nd 120 cycle I clicked it after 11 seconds so the waiting time should say 131 secs based on your description and not 11sec which is clearly wrong. Please advise when this will be fixed?