ADD A NEW IDEA

Insights

Showing 49

Embed analytics reports on your own website

Display Front reporting on your public website to showcase reply times and other relevant metrics to your customers.
about 2 years ago in Insights - Other 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
about 3 years ago in CSAT - Customisation - survey - scale 0 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
over 3 years ago in Business Hours and time measure 0 Backlog

Analytics to understand which links are most shared in emails to improve help center documentation

Add a native feature to extract URLs from the body of email messages and export them. This is helpful when analyzing inline links distribution to understand what are the most shared links in order to furhter improve help center documentation. Curr...
11 months ago in Insights / Knowledge Base 0 Backlog

Make all new individual inboxes visible to analytics by default

No description provided
over 3 years ago in Analytics - Permissions 0 Backlog

More options for frequency when scheduling Analytics reports

No description provided
over 3 years ago in Scheduled report - customisation 0 Backlog

Split "Archived without reply" metric between inbound and outbound conversations

In order to differentiate between "conversations where customer did not reply to us " and "conversations where we did not reply to the customer"
over 1 year ago in Metrics - misc improvements 1 Backlog

Track calendar/shift/business hour in time metrics at all times

Instead of tracking only one timer we should track for all our timers: - Calendar hours (actual time that passes) - Business hours (time within business hours) - Shift hours (time when the teammate was shifted, which can be different from business...
over 2 years ago in Business Hours and time measure 0 Backlog

Export analytics via URL

It would be a simpler way to share the reports with colleagues rather than a csv file.
over 3 years ago in Analytics Export Formats 0 Backlog