New metrics

Ability to filter in analytics by conversation custom field (similarly to tags)

In Analytics, measure handle time for first reply only

Allow managers to understand how the volume of work in their team's backlog is fluctuating. Implementation: how many conversations were in each status (custom ticketing status or open/snoozed) at a certain point in time.This would replace the "ope...

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -

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 ...

Count how many times a rule applied, who triggered a macro etc