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Omnichannel real-time analytics - entity records

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Posted on by DanNewton

I know this is still a preview feature but in two of my instances I am no longer seeing entity record data on the real-time analytics dashboard - only live chat and voice calls. This dashboard was great for being able to see everything ongoing in real-time and now feels not as useful, has anyone else noticed entity record data disappearing?

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Vikram Yerrabhaneni on at

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Real time analytics (GA) currently support only Digital messaging and Voice channels. We will be supporting entity records in future releases.

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DanNewton 70 on at

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Thank you Vikram Yerrabhaneni - entity records did appear on the real-time analytics dashboard for our organisation, but have been removed after switching the real-time analytics dashboard on and off. This means value for supervisors is diminished as the real-time analytics does not show a complete picture of all ongoing activity.

Is there a roadmap or ETA for future releases?

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