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Existing metrics

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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

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.
about 1 year ago in Existing metrics 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

Active and Archived conversations in the Workload Report

No description provided
12 months 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

Adding Touched Conversations to Workload tab in Analytics.

Our team is a load balancing team so touched conversations is more useful to us as a lot of internal comment and drafts are used instead of replies.
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