Here's a concise overview of some recent technical improvements:

  • Messages sent in the Live Agents report now excludes internal notes

    • We have changed the way the Messages sent metric in the Live Agents is computed to match the definition of Messages sent in the new reports (Overview and Agents). To learn more about the metric, check this doc.

    • Note: There might still be a small discrepancy between live and non-live reports as non-live reports process changes with a delay.

  • Fixed a bug affecting the way the Average row and % of closed tickets column in the Agents report

    • To learn more about the Average, check this doc.

    • To learn more about the % of closed tickets, check this doc.