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Scheduled reports - take into account "selected xx" UI filter value

Scheduled report: For tag report & any other similar report with a "display only selected xx" thickbox mimic and persist the frontend behaviour in the email generation code  \(if the checkbox is checked, we should only display the sele...
almost 3 years ago in Scheduled Reports 0 Backlog

Schedule reports - ability to schedule on different period

Problem to solve: Currently for a given reporting view, you can only trigger a single schedule export Thus with a single capability for the period But a same user may want to have daily reports for its manager and then a consolidated weekly and mo...
almost 3 years ago in Scheduled Reports 0 Backlog

Apply logic rules to CSAT in signatures - to prevent it appearing for certain domains

We currently use CSAT survey in our collegues signatures. However i want to prevent this from appearing when we email certain domains (for instance internally. Having the ability to apply logic to say "Only show CSAT score link when X tag is visib...
over 1 year ago in CSAT / Workflows 0 Backlog

Make all new individual inboxes visible to analytics by default

No description provided
over 4 years ago in Analytics - Permissions / Insights 0 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 3 years ago in Business Hours and time measure / Insights 0 Backlog

Filter parity between analytics UI and API "report" endpoint

We should have parity between the app and the API as much as possible: "Tag is not" filter Conversation status etc
over 3 years ago in Exports and API 0 Backlog

Analytics activity compared to active teammates

As an Team admin, in the team performance report I want to be able to view the messages received and compare this to my active Teammates. I want to do this so that I can staff accordingly and ensure the workload is covered. Right now, I have to sc...
almost 2 years ago in Existing metrics / Workforce management 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...
almost 2 years ago in Insights / Knowledge Base 0 Backlog

Export analytics via URL

It would be a simpler way to share the reports with colleagues rather than a csv file.
over 4 years ago in Exports and API 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 2 years ago in Insights / Metrics - misc improvements 1 Backlog