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Smart QA in Team Performance table

Alongside Response, handle time etc. This gives a full view of agent performance in one place
about 1 month ago in Existing metrics 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
about 2 years ago in Existing metrics / Exports and API 0 Backlog

Breakdown of any analytics metric by day/week/month/etc

Bring more customizability by allowing a simple table-time view
over 3 years ago in Existing metrics 0 Backlog

Show full heatmap chart when popped out

For the heat map, would be nice to not have to scroll, (so one could take a screenshot for reporting), or if the table image was exportable.
9 months ago in Existing metrics 0 Backlog

Analytics : track private message template in message template report

Currently only the usage of public message template is used Allow to track the usage of private message template as well
over 2 years ago in Existing metrics 0 Backlog

Compare tag evolution in a time graph

See multiple tags through time at once.
about 3 years ago in Existing metrics 0 Backlog

Use Teammates email or username in tables instead of full name

Quality of life feature as emails and full usernames don't have duplicates and are stable through time.
about 3 years ago in Existing metrics 0 Backlog

Add tag actions to reaction time

Count "adding a tag" in reaction time.
over 3 years ago in Existing metrics 0 Backlog

Analytics activity compared to active teammates

As an Team admin, in the team performance report I want to be able to view the messages received and compare this to my active Teammates. I want to do this so that I can staff accordingly and ensure the workload is covered. Right now, I have to sc...
almost 2 years ago in Existing metrics / Workforce management 0 Backlog

a report for email volume by hour

our company operates 24/7 and having a report to capture email volume by hours (beyond 8am - 6pm on the heat map) is helpful for staff and coverage planning
almost 2 years ago in Existing metrics 0 Backlog