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My ideas: Insights

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Configure business hours as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 4 years ago in Admin Experience / Business Hours and time measure / Workforce management 12 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
about 4 years ago in CSAT - Customisation - survey - scale 3 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 4 years ago in CSAT- Customisation - survey - answers 3 Backlog

[KB insights] Front Analytics Reporting for Knowledge Bases

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...
over 1 year ago in Insights / Knowledge Base 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in Analytics - Times 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
about 2 years ago in Analytics - Widgets - Heatmap 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 3 years ago in CSAT - journey 1 Backlog

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
over 2 years ago in Analytics Widgets / Insights 2 Backlog

Add internal discussions to Analytics

No description provided
over 4 years ago in Metrics by type 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
over 1 year ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Backlog