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New metrics

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Provide analytics visibility into how long a ticket is in open statuses

I would like a way to see at a glance all my unresolved or opened tickets and a breakdown how how long these conversations have been opened. Currently there is no visibility how long a ticket is in a status outside until it is resolved
16 days ago in Core Product Experience / New metrics 0 Backlog

Alerts for Customer Inactivity

Would be great if there was a way to use the contacts/accounts section and track last communications we have with customers. Even set a rule or SLA to alert us if a set time has passed and we haven't heard from a certain person or company. Could b...
4 months ago in New metrics 0 Backlog

Metrics on rules and macros

Count how many times a rule applied, who triggered a macro etc
over 2 years ago in New metrics 0 Backlog

Track time spent actually working on a ticket (= better handle time)

Ability to spent time on each ticket in analytics (not just handle time), but from the moment clicks on a ticket/is assigned a tickets and works on it to closure.
about 1 year ago in New metrics 0 Backlog

Outbound emails opened

Ability to view how many people have opened a given outbound email in analytics (based on receipt) and associated metrics such as open rate.
almost 3 years ago in New metrics 0 Backlog

Breakdown automated vs manual actions

Gives the ability of tracking rule impact and optimize your workflows.
almost 4 years ago in New metrics 0 Backlog

Analytics on sequences

No description provided
almost 4 years ago in New metrics 0 Backlog

Analytics for App Objects

No description provided
over 4 years ago in New metrics 0 Backlog

Assigned Time to First Reply Time Average Metric

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...
over 1 year ago in New metrics 0 Backlog

Measure number of mentions

See how many times one teammate is asking another teammate for help
almost 2 years ago in New metrics 0 Backlog