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5
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Ability to Exclude Snoozed time from Analytics
I'd like the ability to exclude snoozed time from the Response Time Analytics. Ex: a customer emails us at 8am asking us to send an update at 2pm of the transit of their shipment. If I snooze the conversation until 2 my response time is 6 hours pl...
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1
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Having analytics for tasks and Discussions
As tasks and discussions are assigned to teammates of different departments, it would be beneficial to run reports on how long it takes to complete tasks or the use of specific tags in discussions. We are currently using linked discussions to conv...
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2
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8
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CSAT API - New API endpoint(s) for CSAT Scores
Exposing new API endpoints for extracting CSAT Scores would be very useful. For example, provide a `GET /analytics/csat` endpoint to list CSAT scores. Provide the response data in a structured way with the score, reviewer, reviewee (teammate), com...
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6
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15
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5
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Add analytics metrics in the conversation API
Many customers ask for the full conversation in an analytics export. This is not possible as conversations can be very long, and the infrastructure cannot handle it. However, we could think about adding conversation-level metrics in the Get conver...
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5
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Email Deliverability Analytics and Monitoring
Front needs comprehensive email deliverability monitoring to help teams maintain good sender reputation and ensure customer communications reach their intended recipients. Currently, there's no visibility into whether emails are being delivered, b...
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7
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