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Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 2 years ago in OOO - Analytics 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
4 months ago in Analytics - Times 0 Backlog

Add internal discussions to Analytics

No description provided
over 2 years ago in Metrics by type 0 Backlog

Report on individual tags

No description provided
about 1 year ago in Analytics - Breakdown - Tags 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
over 2 years ago in Outbound analytics 0 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"
2 months ago in Metrics - misc improvements 1 Backlog