Insights

Problem Admins cannot track time spent on internal discussions or generate reports on discussion completion metrics and tag usage. Request Provide analytics for discussions, including completion time tracking and tag usage reports across teammate ...

Problem Response time metrics include time spent while a conversation is snoozed, inflating reported response times when agents intentionally delay a reply at the customer's request. Request Add an option to exclude snoozed time from response time...

Problem End-users must configure their own analytics reports, which is time-consuming and not scalable for teams. Request Allow admins to create and pre-configure analytics reports on the backend that end-users can access and use directly.

Problem Knowledge Base lacks reporting — there is no way to see article counts by author, publication status, or content freshness across the entire Knowledge Base. Request Add Knowledge Base analytics comparable to existing team performance and c...

Problem Managers can't see how conversation volume in their team's backlog is changing over time, making it hard to understand workload trends. Request Show how many conversations were in each status (Open, Snoozed, custom status) at specific poin...

Problem Analytics date selection lacks relative options (e.g., "current month to date") and cannot exclude weekends, making period-over-period comparisons unreliable when custom date ranges don't align. Request Add relative date presets and a week...

Problem The Live Dashboard shows open conversations per teammate, but doesn't indicate how many of those are in 'Waiting' status, making it hard to assess actual workload. Request Add ability to filter the Live Dashboard by individual teammate and...

Problem We need to programmatically access CSAT scores and survey data from external systems for analytics and reporting. Request Expose API endpoints (e.g., GET /analytics/csat) to retrieve CSAT scores with structured data including score, review...

Problem The teammate performance table shows conversation metrics but no task data, making it impossible to assess task workload or capacity alongside conversation performance. Request Add task assignment metrics to the teammate performance report...