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AI summarize in Analytics

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almost 2 years ago in AI / AI settings / Insights 1 Will not do

Export analytics graph/chart reports as PDF

Export the analytics visual dashboard, to share PDF internally. Also valuable for scheduled emails.
over 4 years ago in Exports and API 0 Backlog

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

Include merged conversations in analytics event export

Sales teams make use of the merge conversations feature. However the analytics full event export includes no information relating to merged conversations. This makes merged conversations impossible to reconcile. Since merging conversations is a su...
11 months ago in Insights 0 Backlog

Measure CSAT survey efficiency

**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?"\)
over 2 years ago in CSAT 0 Backlog

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.
11 months ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
11 months ago in Insights 0 Backlog

View the exact point the specificed time frame was breached in Analytics

As a Team Admin, I want to be able to view the exact point that the conversation surpassed the 2hour response time. for me to find this information, I need to scroll through the whole conversation and find this time or breach. I would ideally be a...
almost 2 years ago in Investigation features 0 Backlog

View activity of teammates during busiest period on Team Performance heatmap

As a Team Manager, I want to be able to view the workload of my team at the busiest periods. When I tap on the heat map - Active teammates it shows me the number of active teammates. When I tap on this number, it should show me below the activity ...
almost 2 years ago in Investigation features 0 Backlog

Measure number of mentions

See how many times one teammate is asking another teammate for help
almost 2 years ago in New metrics 0 Backlog