Dat (Dan) Le

Thanks for following up, @....

I can't think of any other items that we need outside of the ones you listed for the data set.

Thank you!

Ayush, if I'm not mistaken, the screenshot you provided is actually the agent's IP and meta information that is shown in the events section of Agent Workspaces, rather than the customer's.

This is a great idea and would be a critical piece of functionality. Currently, we have to rely on our agents monitoring incoming chats and the current wait time, then collectively going invisible. This takes away a great deal of focus from our team, and should definitely be considered as essential functionality.

Currently, the Side Conversations feature allows us to post messages to a Slack channel and tag a group handle, but does not allow the following:

• Sending a DM to an individual (or multiple individuals) with Slack (so they receive a notification if notifications are turned on)
• Posting in a Slack channel and tagging an individual person (so they receive a notification if notifications are turned on)

Since Agent Workspaces has removed the functionality to allow Chat agents to message each other within ZD chat, adding the above functionality to Side Conversations would be highly useful for chat agents.

When using chat, the button to request a sat rating has a major latency before the ratings request registers and appears in the transcript; oftentimes, this causes agents to accidentally request two ratings consecutively. It'd also be nice if the button was more prominently placed.