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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Mar 31, 2025 |
Business value
This feature gives supervisors the power to monitor and manage asynchronous chat conversations in the waiting state directly from the Real-Time Analytics or Ongoing Conversations dashboards. With this feature, you can improve quality control, make it easier to manage customer escalations, and optimize agent allocation.
Feature details
Previously, supervisors couldn't monitor conversations in the waiting state. The waiting state is unique to asynchronous chat conversations. With this feature, supervisors can monitor waiting conversations directly from the Real-Time Analytics or Ongoing Conversations dashboards. They can view chat transcripts and transfer conversations to the right agents. This enhancement streamlines quality control processes for supervisors in asynchronous channels. They can analyze waiting state conversations without transferring and reopening them.
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
View and understand the Ongoing conversation report in Omnichannel real-time analytics (docs)