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CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
2 days ago in Metrics 1 Backlog

Analytics to understand which links are most shared in emails to improve help center documentation

Add a native feature to extract URLs from the body of email messages and export them. This is helpful when analyzing inline links distribution to understand what are the most shared links in order to furhter improve help center documentation. Curr...
4 months ago in Insights / Knowledge Base 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
4 months ago in Analytics - Conversation origin and journey 0 Backlog

Option to stop automated responses from updating conversation timestamps

I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...
6 months ago in Insights / P3 display 0 Backlog

Export Busiest Times heat map of volumes as csv

No description provided
7 months ago in Insights 0 Backlog

Improve the visibility of the names of Analytics views when multiple are pinned

No description provided
7 months ago in Insights 0 Backlog

Add a "Select all" option in tag filters for Analytics

When you want to report on all tags except a few, you can Select all > deselect the few you don't want.
8 months ago in Insights 1 Backlog

Split "Archived without reply" metric between inbound and outbound conversations

In order to differentiate between "conversations where customer did not reply to us " and "conversations where we did not reply to the customer"
8 months ago in Metrics - misc improvements 1 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
9 months ago in Core Product Experience / Insights 0 Backlog

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
10 months ago in Analytics Widgets / Insights 1 Backlog