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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

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.
about 1 month ago in Analytics - filters - Teammate 0 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...
about 1 year ago in Insights / Knowledge Base 0 Backlog

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

No description provided
30 days ago in Metrics 0 Backlog

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
about 1 month ago in Metrics 0 Backlog

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.
about 1 month ago in Insights - Systems 0 Backlog

[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

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
about 2 months ago in Insights 0 Already available

Export Busiest Times heat map of volumes (as csv)

No description provided
over 1 year ago in Analytics - Widgets - Heatmap 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
12 months ago in Insights / Workflows 0 Backlog