Kim Lake

+1, required - we need an ability to assign brand visibility to agents

Completely agree with the above comments - not much point being able to do something in the system if we're unable to report on how it's being used. Unfortunately, yet another feature we're probably unable to make use of because we can't control or audit its use properly.

As an aside to this, was the functionality to report using Insights removed? I see it referenced in the blog comments 2 years ago, but nothing further to be found about it.

https://www.zendesk.com/blog/play-button/