Existing metrics

Problem Response time metrics include time spent while a conversation is snoozed, inflating reported response times when agents intentionally delay a reply at the customer's request. Request Add an option to exclude snoozed time from response time...

Request Display hierarchical tag relationships in analytics and reports to better understand how tags are organized and used.

Problem Analytics metrics can only be aggregated using averages. Request Support aggregating metrics by median and percentiles in addition to averages.

Request Add tag reporting for individual tags in analytics. Currently, only shared tags have dedicated reports.

Problem Analytics metrics are displayed as totals or summaries, with no way to view granular time-based breakdowns. Request Ability to break down any analytics metric by day, week, month, or custom time periods in a table view.

Request Add a column to the teammate report showing the number of resolved conversations per teammate.

Problem Tag duration metrics currently don't respect business hours, unlike other time-based metrics like response time and resolution time, making them unsuitable for measuring business processes where non-working hours should be excluded. Reques...

Problem Analytics metrics do not include manually triggered automated messages, resulting in incomplete visibility of teammate work and activity. Request Include manually triggered auto-replies in analytics and team metrics so work is accurately r...

Problem The message template report only shows usage of public templates, so teams can't see how much their private templates are used. Request Include private message template usage metrics in the message template analytics report alongside publi...

Problem Topics view doesn't show performance metrics. Request Display CSAT and Smart QA grade metrics in the Topics view.