Departments

We’re excited to announce that the Department-Level Reporting feature is now live for Chat Desk! This is a big step forward in helping our clients get more granular insights and improve their operational efficiency.

What’s New?

• Department Filter on the Portal Dashboards Clients will be able to filter their existing reporting pages by department. This means they can quickly drill down into performance metrics for specific teams or business units.
• Department Field in Data Sharing Files For those using our Data Sharing service, we’re populating the existing Department column in their export files. This structured data will make it easier to integrate with their BI tools and run more detailed analysis.

How It Works:

• If clients have departments configured:

  • Department names will appear in the dashboard dropdown filters.
  • The Data Sharing files will include department names in the Department column.

• If clients don’t have departments configured:

  • The dashboard filter will show (Blank) as the only option.
  • The Department column in their data file will remain empty.

However, if a client starts creating department structures in Chat Desk, the Department dropdown will automatically populate accordingly, and the same will happen in the Data Sharing file.

Why This Matters:

This update is all about giving our clients better visibility and control. Whether they are tracking SLAs, optimizing operations, or feeding data into their BI systems, this feature will help them make smarter decisions faster.

Thank you to all the Chat Desk and Data teams who made this possible.

Regards, Stephen

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