[WR] Updates Waiting Room FAQ (#21157)

* Updates Waiting Room FAQ

* Apply suggestions from code review

Co-authored-by: Rebecca Tamachiro <[email protected]>

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Co-authored-by: Rebecca Tamachiro <[email protected]>

Author: angelampcosta

src/content/docs/waiting-room/troubleshooting.mdx

@@ -81,6 +81,10 @@ A manual tab refresh has no effect on a user's position in your waiting room.
 However, if they close their tab and then try to access the application again during active queueing, they will lose their spot and have to go to the back of the queue.
 
 
+### What happens if a queued user leaves the queue?
+
+When a user joins the queue, they are placed into a bucket which is their general position in line. When a user leaves the queue (closes the browser or tab), their place in line is held for five minutes after the last refresh. This grace period allows users to keep their position in line if they experience a brief disconnection. After five minutes, the grace period expires and they are no longer counted as waiting in the queue.
+
 
 
 ## Monitor your waiting room
@@ -114,4 +118,11 @@ Your user also might not have [cookies](/waiting-room/reference/waiting-room-coo
 
 ### Why is the estimated wait time increasing for some users?
 
-Estimated wait times may increase if the rate of users leaving your site decreases. The estimated wait time is updated upon each page refresh based on the most recently available information about the rate of slots opening up on your site and the number of users ahead of the user in line. To make this increase less likely, you could limit the amount of time users are allowed to spend on your site by disabling session renewal. Be aware that if you change your traffic settings, estimated wait times will change as well.
+Estimated wait times may increase if the rate of users leaving your site decreases. The estimated wait time is updated upon each page refresh based on the most recently available information about the rate of slots opening up on your site and the number of users ahead of the user in line. To make this increase less likely, you could limit the amount of time users are allowed to spend on your site by disabling session renewal. Be aware that, if you change your traffic settings, estimated wait times will change as well.
+
+
+### Why is `new users per minute` low when there is capacity available?
+
+The `new users per minute` metric tracks how many users were accepted to the origin in the last minute. It is only incremented when a queued user refreshes and is accepted to the origin. If the waiting room queueing method is set to `fifo`, we will wait until all queued users in a minute-based bucket are accepted before moving to the next bucket. If many of the users in a bucket have abandoned the queue, then the waiting room must wait until their place in line expires before moving on to the next bucket. This can cause `new users per minute` to be low when only a small percentage of queued users are actually still waiting.
+
+This is often noticed if there is a large amount of automated traffic which does not handle cookies properly. Since bots usually do not persist cookies from one request to the next, they end up counting as multiple inactive users in the queue and prevent full utilization of available slots. For this reason, we recommend leveraging [Bots Management](/bots/) products to keep bots out of the queue. Waiting Room Advanced customers can try our [Turnstile](/turnstile/) integration, which prevents bots from clogging the line by putting  them in an infinite queue.