Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:
displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.
Business Impact
Without this evolution:
task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.
Providing clear visibility of pending message counts would significantly improve agent productivity, planning, and quality of service.
1
vote
Henry
shared this idea