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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Dec 6, 2024 |
Business value
Out-of-the-box analytics don't give supervisors the tools to differentiate between persistent and non-persistent chats. This limitation can cause confusion because supervisors and organizations usually measure the performance of persistent chats differently. For example, the wait time for persistent chats uses a different calculation than it does for non-persistent chats. To prevent confusion and help supervisors do their jobs effectively, out-of-the-box analytics now differentiate between persistent and non-persistent chats and introduce a backlog conversation view.
Feature details
The key capabilities of this feature are:
- A backlog view for all conversations that are open.
- Tools for supervisors to differentiate between persistent and live chats.
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 Backlog conversation report in Omnichannel real-time analytics (docs)