GDK

This would be tremendously helpful. Looking forward to the EAP - Any update on the timeline for such?
We will gladly provide further feedback once available.
For us it will be crucial as much for individual agent interaction and wellness as it will be for planning the scaling and expansion of our organization.
What would further benefit us in a second phase would be associated data sets around agent activity, in terms of time spent in different areas, such as guide, support case and notes, etc.
This would allow us to constantly assess and tweak the tools provided to our agents and find the most efficient approach to scheduling, resource allocation, documentation, training and system-generated articles, among mote.

Not to detract from the core need of being able to audit agent activity across all channels, just looking to provide additional feedback and thoughts to keep the conversation going and contribute in the hopes to increase visibility on this item and shrink associated timelines.

Feel free to chime in with any thoughts, the more data we provide, the clearer the roadmap and resources ZD will potentially be able to allocate to this.

Regards,
GDK.

We really need this as well.
We are intending to use JWT SSO, and do not want any pre-populated users to be sent welcome e-mails. please help.

Yes, Please - this is indeed a basic feature I was expecting would be included as a newer user here.

I agree this would be extremely useful.

Just wanted to let you know there's a duplicate broken link in the

Using external email addresses with personalized email replies

section - seems like it was left behind from some link updating effort.