Kurt Booth-Williams

+1 would be useful for retrospective triage of technical issues to understand the devices they're impacting. Also, knowing the devices our customers are contacting us would provide us with data we could utilise when it comes to enhancing our help centres, so any alterations we make we can take into consideration how it may impact popular devices.  

+1 would be great to expose this information in Explore so we can triage technical issues and have the data to back up enhancements to our help centres based on our customers preferred method of contact. 

Hi there, 

Previously in Chat, we were able to review a customers device information on a chat-by-chat basis. Since moving to Messaging, we no longer have this capability as device information is shown at a user level rather than on a conversation/ticket basis. E.g., if a customer contacted on an iPhone 14 3 weeks ago but contacted again today on a Samsung Galaxy, their device information would show as the Samsung for all contacts. 

Ideally, we would be able to see this information on a conversation-by-conversation basis again as this provides our agents with context required to ensure we're meeting regulatory obligations such as needing to know a customers location at the time of contact (rather than on their latest contact) and the device they're using on separate contacts (so we can ensure customer aren't account-sharing. This is primarily for looking back retrospectively on tickets and a users behaviour.

Cheers, 

Hey Agnieszka Czajka. I wanted to check whether this was still slated for a 2024 release and whether it would fall in Q3 or Q4?  It'd be great to know so we can inform our operational teams as this is a source of frustration currently 

Adding my vote here too. It's tedious from an admins perspective to have to manually update operating hours for teams that work reduced or alternative hours on holidays. 

Hi, can confirm that the bug looks to be fixed. Thanks for solving! 

+1 

It would also help with accessibility too, as the end user-sent and agent-sent messages look rather similar in colour. 

Hey Amisha Sharma, thanks for your response. Will attach a screenshot with as much as possible, given data protection restrictions etc.  In the top screenshot, this end user is authenticated as we can tell by the ‘chat_authenticated’ tag, which is added within the Guide code when we've confirmed the player is authenticated . However, there is no green tick next to their name. This is for the Chat channel:

As we're currently reviewing Messaging in our Sandbox, we've tested authentication there and can see that the green tick does show when the end user is authenticated (see below), so looks limited to Live Chat:

Let me know if you need anything else! 

Since the beta has gone live, we've noticed that the green tick we used to have next to an authenticated end user is no longer visible within Agent Workspace whilst on a Live Chat. I'm not sure if this was intentional, as I've not seen anything in the documentation that would suggest this was intended. It would be great if this could return as it's a nice visual cue for our agents to use. 

Feature Request Summary: 

We would like to include immediate visibility on Agent Activity/Capacity directly from the Live Dashboard, without having to drill-in to the Agent Online/Away/Offline reports. 

Description/Use Cases:

Currently, those in charge of running our day-to-day operation have multiple dashboards open at a time so they can effectively manage the operation. At this time, that includes the Chat Monitor dashboard (to view live stats), the Chat Visitor Dashboard (to view chats in the queue and last message sent/topic of chat), Agent Signed In Page and the Talk Dashboard (both to view agent capacity and status). 

Ideally, we would like to see as much as possible of this on one dashboard. The Live Data available is sufficient to cover the live stats but we would prefer to not have to drill-in to data to view specific agent capacity/status and then drill-in further to access the chats. We would like this information visible on the dashboard. 

Business Impact of Limitation or Missing Feature: 

The current Live Data is okay for now, however the above features would be beneficial to our operation. It cuts down on clicks for those running the operation, allowing them to work more efficiently and with flexibility, so they know which agents can be moved when required.