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Metrics

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

No description provided
13 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
13 days ago in Metrics 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
almost 2 years ago in Analytics - Times 0 Backlog

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 ...
11 months ago in Metrics 1 Backlog

Add internal discussions to Analytics

No description provided
over 3 years ago in Metrics by type 0 Backlog

Report on individual tags

No description provided
over 2 years ago in Analytics - Breakdown - Tags 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.
over 1 year ago in Analytics - Conversation origin and journey 0 Backlog

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
9 months ago in Breakdowns and totals / Conversation Stages 0 Backlog

Track click links

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...
over 1 year ago in Metrics / Outbound analytics 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
over 3 years ago in Outbound analytics 0 Backlog