Hi Intercom team! I wanted to pass along a suggestion that would really help with reporting and real‑time analysis. Right now, we’re only able to see agent statuses as Active, Away, Away and Reassigning, or On a Call. It would be incredibly helpful to also see when an agent is actively working on a chat, email, or social media interaction while in a blended environment. Something like “Active (Chat), Active (Email), Active (Social)” would be a great upgrade.
I know we can see in conversations when an agent resumes working on an interaction, but having that reflected in their real‑time status—both in Intercom and in our WFM tool—would give us much better visibility. It would improve reporting accuracy and help the WFM team monitor workload and staffing needs more effectively.