Use case: monitoring agent/messaging activity through the day.
Context: We have 3 chat departments groups. We historically monitor the chat load and distribute resources if a certain department gets too busy. This was easily done in legacy chat view, screenshot for reference below. There are no more departments, yet the point stands.
After migrating to ZD messaging, because there are no more departments for messaging (now based on groups), legacy chat overview is not as useful for us. We tried using Explore to meet our needs. The good news, you can filter by group, bad news, it requires extra clicks. In addition to that, the main issue that one needs to drill in to see breakdown by agent. And rinse, repeat for each of the groups.
ZD support team confirmed that "Live data is fairly limited and there is no documentation or article around these metrics and attributes being modifiable to add the list directly into a dashboard without needing to drill into it. "
So the ask is, please, make it possible to build reports based on the drill-in data, in our case, that's agent online status in groups.
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