Jonathan

Hi,

What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?

Is there any suggestion to monitor these events.
A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.

Hello,

The default metric formulas do not match the the attributes. I had to create custom metrics because it is case-sensitive.  How can I get this corrected so the default metrics reflect the attributes options accordingly 

 

In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

Why would there be inconsistencies between the agents in both? 

 

Thanks