| Announced on | Rollout starts |
| November 30, 2023 | November 30, 2023 |
This announcement includes the following topics:
What’s changing and why?
In Explore live dashboards, messaging metrics now include data from social messaging channels, such as WhatsApp, Facebook Messenger, and Twilio SMS.
With the release of this new filtering capability, you can see your true incoming and currently assigned workload on messaging. Furthermore, you can now drill into workloads by channel source to understand the volume of tickets being handled from social channels.
Upon rollout, you can expect to see an uptick in messaging ticket values reported in live data metrics, including on the prebuilt live dashboard, as these metrics now include social channels.
What do I need to do?
You don't need to do anything. This update is automatically rolling out to all Explore accounts in phases. For more information about the Explore prebuilt live dashboard, see Overview of the Explore live dashboard.