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View persistent chats in backlog conversation dashboard

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Dec 6, 2024

Business value

Out-of-the-box analytics don't give supervisors the tools to differentiate between persistent and non-persistent chats. This limitation can cause confusion because supervisors and organizations usually measure the performance of persistent chats differently. For example, the wait time for persistent chats uses a different calculation than it does for non-persistent chats. To prevent confusion and help supervisors do their jobs effectively, out-of-the-box analytics now differentiate between persistent and non-persistent chats and introduce a backlog conversation view.

Feature details

The key capabilities of this feature are:

  • A backlog view for all conversations that are open.
  • Tools for supervisors to differentiate between persistent and live chats.

Additional resources

View and understand the Backlog conversation report in Omnichannel real-time analytics (docs)