Investigation features

Problem Analytics date selection lacks relative options (e.g., "current month to date") and cannot exclude weekends, making period-over-period comparisons unreliable when custom date ranges don't align. Request Add relative date presets and a week...

Problem Analytics views don't provide easy workspace-level comparisons, making it difficult to compare performance metrics and details across multiple workspaces. Request Add workspace-level analytics that show performance metrics and key details ...

Problem Team managers can see the number of active teammates on the Team Performance heatmap but cannot drill down to see individual teammate activity and performance metrics during peak periods. Request When tapping on the active teammate count o...

Problem SLA activity details (e.g., SLA Breach tag applied) don't provide surrounding context such as whether the breach occurred during business hours, if the conversation was assigned, how many assignments the assignee had, queue depth, and team...

Problem When a response time SLA is breached, team admins can't quickly find the exact message or timestamp where the breach occurred. Currently they must manually scroll through the entire conversation to locate this point. Request Show the exact...

Request Expose conversation-level metrics both in the UI (e.g., in conversation details) and via the API endpoint, without requiring a separate data export.

Context: Analytics is counting conversation segments When clicking to see the detail of a metric the number of conversation segment is displayed and the list of associated conversation is provided Problem: We can display 5 conversations for 6 segm...

Problem When reviewing metrics details, there's no direct way to view and navigate through the associated conversations, requiring additional steps to take action on them. Request Display a list of conversations directly accessible from metrics de...

Problem Reports show all conversations matching criteria, but teams need to focus on only conversations where specific rules triggered to measure rule effectiveness. Request Enable filtering reports to show only conversations where a selected rule...

Problem When analytics metrics include more than 10 conversations, it's difficult to filter them further or run bulk actions across the result set. Request Enable saving metric results as conversation views so teams can more easily filter, group, ...