Conversation Counter for Messaging and Omnichannel Routing

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Marius Gavril

Posted Apr 01, 2025

At the moment, regardless of what agent status is used, if omnichannel routing is enabled, the conversation counter is expected to always show as 0. The reason behind this as it seems is that the conversation counter is used when the account is using hybrid assignment mode to assign chats to agents, something that is currently not available in the omnichannel routing feature.

 

We're using this counter as a gauge to have agents request for assistance in the event of a front-of-the-line backlog or allow other agents to proactively hop in on Online to help their peers.

 

This is a noticeable "limp" as a team that transitioned from Chat to Messaging, and would be a low-hanging-fruit win to be able to see how many customers are queueing, waiting to be served.

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      Shawna James

      Hey Marius,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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