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Export Busiest Times heat map of volumes (as csv)

No description provided
over 2 years ago in Existing metrics / Exports, API and connectors 0 Backlog

Show more metrics on Topics

Viewing more metrics like Csat or Smart QA grades on Topics
2 months ago in Existing metrics 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
11 months ago in Existing metrics 0 Backlog

Smart QA in Team Performance table

Alongside Response, handle time etc. This gives a full view of agent performance in one place
3 months ago in Existing metrics 0 Backlog

Report on individual tags

No description provided
over 3 years ago in Existing metrics 0 Backlog

Resolution metrics per teammate

Want the ability to add the 'number of resolved conversations' as a column in the teammate report. Want to have a quick view of how many conversations each teammate in the workspace completed.
over 1 year ago in Existing metrics 1 Backlog

Add average reply time and first reply time to Time goals analytics report

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 ...
4 months ago in Existing metrics 3 Backlog

Customize the aggregation of a metric in Analytics

Aggregate metrics by median/percentiles, not only averages
over 3 years ago in Existing metrics 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
11 months ago in Existing metrics 0 Backlog

Exclude internal conversation/internal email domain in a single conversation from FRT and RT calculation

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...
6 months ago in Existing metrics 0 Backlog