Existing metrics

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

Would be based on the open-archived status, and replace the old "archived" metrics

I'd like the ability to exclude snoozed time from the Response Time Analytics. Ex: a customer emails us at 8am asking us to send an update at 2pm of the transit of their shipment. If I snooze the conversation until 2 my response time is 6 hours pl...

Viewing more metrics like Csat or Smart QA grades on Topics

Alongside Response, handle time etc. This gives a full view of agent performance in one place

Hello, Time goals analytics report is only displaying the score against reply time and first reply time goal. I would like to have displayed for each the average reply time and first reply time included in the time goals analytics report for each ...

We need the ability to apply and remove a tag anytime an internal email is received in one conversation and only consider for the FRT and RT calculation replies to external email (outside our organization and/or with specific email domains) . Actu...

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart) Could also be solved by changing its definition (=> make sure it is not counted twice by tying it to a s...