Insights

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...

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...

Directly connect to Power BI

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 ...

Export the analytics visual dashboard, to share PDF internally. Also valuable for scheduled emails.

Currently only the usage of public message template is used Allow to track the usage of private message template as well

Integrated telephony voice surveys for CSAT.

**Problem** Measure survey efficiency **example:** compare survey efficiency depending on the way the survey is presented for instance "How did we do today?" vs "How was your interaction with the Support team?"\)