For specific filters in Monitor- we would like to have a "match" option. As in - we are trying to identify different users with the same company ID and we want this to be dynamic. Meaning- if we have different users from the same company ID from many different company ID's we want to make a flag for a trend so they can be pushed to an agent ASAP an not stuck in a conversation with FIN. (As Monitors grows to monitor teammate conversations as well, this would be super helpful for making sure agents are working together and can identify trends/bugs quickly)
Context - if multiple users reach out about a bug from the same company, we want to have an opportunity to have shared communications with the users that includes them all in the communication/troubleshooting process. As opposed to the individuals not knowing that the other reached out about the same thing. This will decrease duplicate work done by our customers at the company who reach out to us, as well as our technical team having to interact with individual users separately creating duplicate work.
Goal is to have one agent work with multiple users reporting similar/same issues to improve user experience.