New metrics

Request Provide deeper analytics for the Workforce Management solution, including metrics like login times, shift adherence, and scheduling data.

Problem Analytics measures total handle time across all replies, but does not isolate the time spent composing the first reply — a key indicator of agent responsiveness. Request Add a first reply handle time metric in Analytics.

Request Break down teammate group performance metrics to show individual teammate actions: number of conversations commented on, emails assigned to others, tags added, and other internal activities.

Request Display metrics showing how many times a rule was applied and who triggered each macro.

Request Add analytics for outbound sequences, including open rate, click rate, and other engagement metrics.

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 ...

Request Include custom field values in analytics reporting, such as summing numeric field data by tag or other dimensions.

Problem Analytics only show handle time, not the actual time spent working on a ticket from when a user starts to closure. Request Track time spent actively working on each ticket for more accurate analytics.

Request Add dedicated analytics and reporting for app objects to track their usage and impact.

Problem Average Reply Time includes delays from customers responding outside business hours and teams replying the next day, inflating metrics and misrepresenting actual responsiveness. Request Add a metric measuring average time from conversation...