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Export Analytics metrics "Time spent in..."

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports
7 months ago in Exports, API and connectors 0 Backlog

Add a "Select all" option in tag filters for Analytics

When you want to report on all tags except a few, you can Select all > deselect the few you don't want.
over 2 years ago in Views and filters 1 Backlog

Add "source inbox" to the event payloads for Move events

As a developer I sometimes need to see the source inbox of a move (i.e. see which inbox a conversation was moved from in addition to the inbox it was moved to.
over 1 year ago in Core API / Exports, API and connectors 0 Backlog

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
8 months ago in Scheduling and automation 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
8 months ago in Existing metrics 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart) Could also be solved by changing its definition (=> make sure it is not counted twice by tying it to a s...
8 months ago in Existing metrics 0 Backlog

Breakdown automated vs manual actions

Gives the ability of tracking rule impact and optimize your workflows.
almost 4 years ago in New metrics 0 Backlog

CSAT: do not reopen conversations when feedback is sent

Ideally, this should be preventing reopening altogether, not just re-closing convos.
over 3 years ago in CSAT 0 Backlog

View previous and new ticket status in Analytics export

If I do a "Full events" export for a Workload report, for the "conversation_stage_update" event type it would be really helpful to see the previous conversation stage and the new conversation stage. This type of granular data would allow the team ...
8 months ago in Exports, API and connectors 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
8 months ago in Existing metrics 0 Backlog