Robert Brindley

Great to hear you're making progress with this.  We're working towards being off Insights for the end of the calendar year - as per the advice we've had from Zendesk.

The problem I'm presented with is that I can't adequately articulate a plan for this to my organisation; given the gap between Insights data and Explore data is still very apparent for such crucial contact centre metrics.  It still is not clear exactly what metrics we will lose forever.

The guidance of 'in 2020' isn't giving nearly enough for me to reassure my organisation that there is an appropriate plan in place for each metric currently supplied in Insights.

We use the chat concurrency data in insights.  The data is so far unavailable in Explore.  We use this data extensively to manage agent performance, with the move to Explore at the end of 2020, it is so far not replacing features that we depend on to manage our operation.  We are therefore losing key metrics and features with the change.