Our team leads need to be able to monitor live chats from a QA perspective and offer real-time feedback to newer agents. Since we migrated to Agent Workspace, we have lost that capability. The visitor list in the chat dashboard allowed for that easy ability to click through to the chat. Even after migrating to AW, we were able to see the corresponding ticket (live chat) i Support, but following a cache clear, we have lost that capability. I am thinking through a tag-based approach with triggers on how to show live chats in a Support view unless you can recommend an easier method.
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