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| 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)