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Viewing more metrics like Csat or Smart QA grades on Topics
15 days 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

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

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 ...
3 months ago in Existing metrics 3 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
about 1 year 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.
10 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