In the detailed pop-ups for chat metrics, display the session ID (beginning with "MS-") instead of the record ID.

Our business primarily uses the session ID to search within Omni, making it the more relevant and user-friendly identifier. The record ID is not commonly used by end users, leading to inefficiencies in locating and referencing chats.

Having a Session ID# would significantly help chat management and agents quickly locate specific sessions, reducing the time spent by managers.

Additionally, incorporating a hyperlink to the Session ID# would be a highly valuable feature, enhancing accessibility and efficiency.