Request - Messaging Concurrency Historical Reporting

Explore has chat concurrency reporting which shows historical min, max and average agent concurrency for chat conversations, but this is not available for messaging. This is an important metric for understanding overall agent occupancy for agents that are providing dedicated support for this channel. 

The lack of available historical concurrency figures is impacting our ability to forecast staffing requirements for the channel as well as limiting the effectiveness of attempts to identify gaps and opportunities in processes and agent behavior. This affects admins, reporting analysts, operations managers and agents across our org. 

This has been an issue since our orgs' migration to the Zendesk platform and will continue to be a concern until some solution is found.

We have no direct workarounds to address this issue. We are attempting to mitigate the impact by using alternative metrics and 3rd party tools, but find that these are not a complete solution.