What happens to the Agent in Charge field if the assigned agent leaves the organization?
The Agent in Charge must be manually reassigned to another agent. By default, deactivating an agent does not automatically reassign the Agent in Charge field.
Can Agent in Charge be used as a filter in Insights reports?
Availability depends on your organization's Insights/BI configuration. Contact your Customer Success Manager (CSM) to confirm whether Agent in Charge is available as a reporting dimension or filter.