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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Oct 31, 2024 |
Business value
Supervisors need to understand if agents request support from tier 2 agents. Currently, supervisors can't see if a consult request is rejected or times out because the system doesn't save this data in Dataverse. Giving supervisors access to this information is critical for contact centers to use in training and monitoring.
Feature details
This feature enhances the built-in historical and real-time analytics by adding consult request rejection and timeout rates.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Use Omnichannel for Customer Service metrics - Consult (docs)