My ideas: Insights

Showing 69

Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...

about 2 months ago in Admin audit trail / Insights 0 Backlog

3 VOTE

Analytics metrics for deleted teammates

As a support leader, I want to select deleted teammates in the analytics filters, so that metrics for my team are consistent after an agent left.

27 days ago in Analytics - filters - Teammate 0 Backlog

37 VOTE

[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...

about 1 year ago in Insights / Knowledge Base 0 Backlog

2 VOTE

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided

27 days ago in Metrics 0 Backlog

2 VOTE

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately

27 days ago in Metrics 0 Backlog

2 VOTE

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.

27 days ago in Insights - Systems 0 Backlog

5 VOTE

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

3 months ago in AI / AI tagging / CSAT 0 Backlog

24 VOTE

Export Busiest Times heat map of volumes (as csv)

No description provided

over 1 year ago in Analytics - Widgets - Heatmap 0 Backlog

15 VOTE

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)

12 months ago in Insights / Workflows 0 Backlog

9 VOTE

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)

7 months ago in CSAT - Customisation - Survey 0 Backlog

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