Hi Intercom Team,
Iād like to suggest an enhancement that would significantly improve real-time workforce management and reporting capabilities.
Today, agent statuses are limited to Active, Away, Away & Reassigning, and On a Call. In blended support environments, it would be extremely valuable to have visibility into the specific type of work an agent is actively handling. For example:
- Active (Chat) or On Chat
- Active (Email) or On Email
- Active (Social) or On Social
While conversation history allows us to see when an agent resumes work on a specific interaction, that information is not currently reflected in real-time agent statuses. Exposing the active work type in agent status would provide much greater operational visibility, both within Intercom and for downstream WFM and reporting tools.
This enhancement would help teams:
- Improve real-time workload monitoring
- Better understand channel utilization in blended environments
- Increase reporting accuracy
- Make more informed staffing and intraday management decisions
For organizations managing multiple support channels, having channel-specific active statuses would provide a much clearer picture of where agent capacity is being utilized at any given moment.
Thanks for considering this feature request!