Juan Moreno

I've followed the instructions on this article but for some reason when I try to use one of the metrics it gives me the following error: 

"The set of calculations isn’t valid. The calculated attribute "SUM(updatehandlingtimemin-a1dc65ad80)" references "Changes - Field name" which is as an unknown attribute."

When a chat is re-assigned to another agent/group that agent/group should be alerted with a notification sound. 

Use case: Agents do not spend their entire day looking at the notification button. They also use other apps (Slack, Email, etc) so alerting them via a notification sound when a ticket is Re-assigned to them should be a must. 

We tried Zendesk Agents Workspaces a week ago and had to switch back to the regular UI because in the new Workspace this feature is missing so it was quite a deal breaker. 

Just to make this even clearer: It's extremely important for chat agents to be notified right away audibly when they need to take over a chat, not just visually. 

We need this too.