Make live messaging data more accessible & flexible
RéponduUse 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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Hi Denis,
Thanks for taking the time to share your feedback. There are no current plans in the near term to provide drill-down lists as data widgets on Explore; however, teams are exploring how we can provide list views similar to Chat in the following live Messaging reporting iterations. One immediate workaround is to explore Tymeshift, where there already is a solution to view agent statuses in a dashboard view.
Hope this helps!
- Sarah D.
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Sarah, thank you for your reply.
To make sure we are on the same page with regard to the workaround. You are suggesting a separate paid service, to compensate for lack of feature parity between Chats and Messaging. Did I get you right?
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