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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 ...
9 months ago in Exports, API and connectors 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
9 months ago in Existing metrics 0 Backlog

Happiness Score Generated by Conversation Automatically to Review How good our reps are.

Its useful to get a happiness score generated because it would allow us to see how well our reps are doing at a glance without having to read through everything. A low happiness score will auto flag and we can deep dive into the conversation.
over 1 year ago in AI / AI insights / CSAT 1 Already available

Reply time when reply is a comment

= time to first reaction.
about 3 years ago in Insights 1 Will not do

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 4 years ago in Existing metrics 0 Backlog

CSAT: instant rating capability

No description provided
about 3 years ago in CSAT 0 Backlog

CSAT for phone calls

Integrated telephony voice surveys for CSAT.
10 months ago in CSAT / Developer Platform 0 Backlog

Improve the visibility of the names of Analytics views when multiple are pinned

No description provided
over 2 years ago in Insights - Other 0 Backlog

Ability to trigger alerts or notifications

As a manager, I want to either receive a notification or trigger a rule, whenever the live dashboard hits specific criteria (for example: if the backlog is more than x conversations, trigger this action or notify me)
10 months ago in Scheduling and automation 0 Backlog

Better management for timezones

Currently, you can define timezones on Workspace or shared mailbox level. This would be far easier if we could set timezones based on Teammate who all work within the same shared mailbox. Having to breakout by Workspace means you have to fragment ...
over 1 year ago in Admins can control more teammate settings / Insights - Other 4 Backlog