My ideas: Insights

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -

Would be based on the open-archived status, and replace the old "archived" metrics

Set a duration after which the survey is not accessible

Allow to filter by categories of channels (ie email / voice / text)

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"

Viewing more metrics like Csat or Smart QA grades on Topics

I would like a way to see at a glance all my unresolved or opened tickets and a breakdown how how long these conversations have been opened. Currently there is no visibility how long a ticket is in a status outside until it is resolved

Currently, the Live Dashboard allows to count the snoozed conversations only for non-ticketing inboxes. For ticketing inboxes, there's no way to distinguish waiting conversations that are snoozed or not.