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View persistent chats in backlog conversation 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

Out-of-the-box analytics don't provide supervisors the ability to differentiate between persistent and non-persistent chats. This isn't ideal because supervisors and organizations tend to measure performance of persistent chat differently. For example, the wait time for persistent chat can't be calculated the same way as non-persistent chat. To prevent confusion and to enable supervisors to perform their jobs effectively, out-of-the-box analytics will now differentiate between persistent and non-persistent chat and introduce a backlog conversation view.

Feature details

The key capabilities of this feature are:

  • Enabling a backlog view for all conversations that aren't closed.
  • Enabling supervisors to differentiate between persistent and live chats.