Enhancements to Engagement Dashboards

We’re thrilled to announce updates to the Engagement Dashboards, introducing improved functionality for managing accounts with impacted statuses. These changes enhance visibility and provide seamless navigation to investigate and resolve issues with accounts.

Key Updates

1. Expanded Account Bar

   • The bar at the top of the Engagement Dashboards, which previously highlighted only Inactive Accounts, will now also include accounts in the Action Required state.

   • This ensures that all accounts requiring attention are prominently displayed for quick access.

   Note: This bar still remains permission controlled, as was previously, with the permission 'Account Notify Admin Bar' under Conversations category.

2. Open Accounts in Third Pane

   • All accounts listed in the top bar can now be opened directly into the third pane by clicking the ‘View’ option.

   • This allows users to investigate account-specific details without leaving the dashboard.

3. Drilldown Capabilities in Third Pane

   • From the third pane, users can further drill down into the account to explore the issues affecting it.

     • Account Overview: The initial view provides a summary of the impact on the account, offering a quick snapshot of its status.

     • Diagnostics Tab: Users can switch to the Diagnostics Tab for a detailed breakdown of issues, including possible resolutions and links to helpful resources.

4. ‘Notify Admin’ CTA

   • A ‘Notify Admin’ call-to-action button has been added to each account in both the third pane and the drilldown view.

   • This CTA allows users to alert admins about account issues instantly, ensuring swift action and resolution.

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5. Column Indicator for Inactive or Action Required Accounts

   • Support has been added to indicate when a column or stream of messages is associated with Inactive or Action Required accounts.

   • This indicator alerts users that such columns may not reflect or show all messages, providing clarity and helping set the right expectations.

Why These Changes Matter

• Comprehensive Visibility: Including accounts in the ‘Action Required’ state ensures that all impacted accounts are highlighted, enabling prompt action.

• Efficient Navigation: The ability to open accounts in the third pane and drill down further streamlines issue investigation workflows.

• Informed Decision-Making: The combination of the Account Overview and Diagnostics Tab equips users with the information needed to address issues effectively.

• Enhanced Collaboration: The ‘Notify Admin’ CTA fosters better communication between users and admins, expediting issue resolution.

• Improved Clarity: The column indicator helps users understand potential gaps in message streams, ensuring accurate interpretation of data and potentially reducing the hassle of raising support tickets.

Getting Started

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• Monitor the Top Bar: Use the expanded top bar on the Engagement Dashboards to view accounts that are inactive or in the action required state.

• Investigate Accounts in the Third Pane: Click ‘View’ on any account to open it in the third pane for deeper insights

• Drill Down for Detailed Diagnostics: Navigate from the Account Overview to the Diagnostics Tab to understand the root causes and take appropriate actions.

• Notify Admins: Use the ‘Notify Admin’ button available in the third pane or drilldown view to escalate issues quickly.

• Check Column Indicators: Look for the new column indicator to identify message streams associated with inactive or action required accounts.

These updates are designed to enhance your experience with Engagement Dashboards, making it easier than ever to manage and resolve account issues.