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Filter chat data by queues in real-time analytics dashboard

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Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

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

Business value

Businesses using support services currently use the real-time analytics dashboard to monitor metrics and activities related to customer support. When a supervisor accesses the dashboard, they see chat metrics for all queues, not just the ones they manage. This feature will ensure that supervisors only see relevant data for the queues they support when accessing the omnichannel real-time analytics.

Feature details

Key capabilities of this feature include automatically filtering conversation data based on the logged-in reporting user’s queue association in real-time analytics.

With this feature:

  • Supervisors can view data that is prefiltered to the queue they belong to.
  • When assigning or transferring conversations, the agent list is prefiltered based on the queue associated with both the conversation and the agent.