My ideas: Insights

We decided to give the instructions to the employees to set up their own reports from the analytics page. One suggestion I would have systematically is allowing an admin to set that up on the back-end somehow.

I'd like the ability to exclude snoozed time from the Response Time Analytics. Ex: a customer emails us at 8am asking us to send an update at 2pm of the transit of their shipment. If I snooze the conversation until 2 my response time is 6 hours pl...

Allow managers to understand how the volume of work in their team's backlog is fluctuating. Implementation: how many conversations were in each status (custom ticketing status or open/snoozed) at a certain point in time.This would replace the "ope...

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...

More relative date options for analytics "current month to date" etc. and ability to toggle to include/exclude weekends in analytics. This is especially relevant for "compare to previous period" as this is functionally useless today if selecting a...

Exposing new API endpoints for extracting CSAT Scores would be very useful. For example, provide a `GET /analytics/csat` endpoint to list CSAT scores. Provide the response data in a structured way with the score, reviewer, reviewee (teammate), com...

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...

Allow multiple questions in Customer Satisfaction surveys.

This could help increase response rates on surveys by sending them only at times when people are more likely to respond. Ideally, we would like to keep the current Delay and be able to add additional criteria. For example, it would wait 24 hours a...

Many customers ask for the full conversation in an analytics export. This is not possible as conversations can be very long, and the infrastructure cannot handle it. However, we could think about adding conversation-level metrics in the Get conver...