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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 Business Hours and time measure / Insights 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)
9 months ago in Insights 0 Backlog

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

No description provided
over 2 years ago in Insights 0 Backlog

Schedule delivery of an analytics export

"I would like to get access to the raw data on a scheduled basis. I can download the raw data manually under “Export View Data” by selecting Full Events Report, but I can’t get the same data on a scheduled report. This would help us integrate Fron...
about 3 years ago in Exports and API 0 Backlog

Account based reports

From a sales point of view, it would be really useful to get a list of all the accounts that opened a conversations in a certain period of time.We understand we can use the 'account filter' on every report, but this doesn't allow us to get the lis...
10 months ago in Contacts / Insights 1 Already available

Improve the analytics available to agents ("Me" workspace)

No description provided
10 months ago in Insights 0 Backlog

The ability to view the live dashboard on mobile application

As an admin, I assign workload based on assigned conversations within the live dashboard. I cannot do this on mobile currently
11 months ago in Live dashboard / Mobile 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
11 months ago in Analytics - Widgets - timeline / Insights 0 Backlog

Analytics : track private message template in message template report

Currently only the usage of public message template is used Allow to track the usage of private message template as well
over 2 years ago in Existing metrics 0 Backlog

Show full heatmap chart when popped out

For the heat map, would be nice to not have to scroll, (so one could take a screenshot for reporting), or if the table image was exportable.
11 months ago in Existing metrics 0 Backlog