Insights

Problem Business hours configuration does not support holiday exceptions, so SLA timers and rules treat holidays as working hours. Request Allow adding national holiday closures and custom non-working days to business hours settings.

Request Provide deeper analytics for the Workforce Management solution, including metrics like login times, shift adherence, and scheduling data.

Problem CSAT surveys only support a single question, limiting the feedback teams can collect per interaction. Request Allow adding multiple questions to CSAT surveys.

Problem CSAT surveys only support a single scale format, so teams that need 1-10 ratings or emoji-based scales cannot match their preferred survey style. Request Support additional survey scale formats such as 1-10 numeric and 3-point smiley face ...

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 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 CSAT survey rules only support a fixed delay after the trigger — there is no way to control the day or time a survey is sent, reducing response rates. Request Add time-of-day and day-of-week conditions to CSAT rules so surveys can be sent ...

Problem Analytics measures total handle time across all replies, but does not isolate the time spent composing the first reply — a key indicator of agent responsiveness. Request Add a first reply handle time metric in Analytics.

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...