Currently, any and all chats are included in the chat analytics. When deleted, Chat tickets remain in both the Chat Analytics as well as the Explore Chat dashboard.
We have attempted to permanently delete these tickets from the Agent Workspace but this does not remove them neither from the Explore Chat dashboard nor Chat Analytics.
Business Impact: There is inaccurate reporting within the easy to use default dashboards. This can affect management decisions and leads to frustration of the inability to remove inaccurate data.
Workaround: As we really like the Chat analytics within the stand alone Chat suite, there is not any workaround unless we were to download the data and rebuild dashboards on our own in excel. This is not a good use of time.
What we would have differently: We would have the ability as administrators (and those designated by role type with delete permissions) to be able to delete a ticket within Chat and to have this actually reflect accurately in the reporting. This delete would then roll down into the Explore Chat reporting so we could have accurate reporting.
We appreciate your consideration of this request.
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