Insights

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)

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...

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...

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 ...

See how many times one teammate is asking another teammate for help

allow to export the data as displayed on the screen i.e taking into account filters, displayed column and formatting This avoids doing the work twice one time on the screen then back into the export

As an admin, I assign workload based on assigned conversations within the live dashboard. I cannot do this on mobile currently

Integrate an external CSAT Could be done through an API allowing to fill in our CSAT surveys