Insights

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.

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.

This would allow you to add a filter for only conversations where your rule triggered, e.g. allowing you to focus on the breach/achievement of your teams' rules only without other rules also being considered in the displayed results.

As soon as there are more than 10 conversations contributing to a metric, it becomes very difficult to filter them further. Being able to save the metric results into a view would make them easier to view within the app or to group together so tha...

Tracking the total number of message of a conversation

This is helpful because many company email clients do not download images by default, therefore the 5 stars come through as alt text. Enabling an option to add a survey link will provide a better formatted option and more likely an end user might ...

Today we need to check analytics views one by one to track scheduled reports.The customer is asking for a single view to track all scheduled reports.

Currently, there does not seem to be an obvious way to change an analytics view to be accessed by a team or specific teammate group For instance, if an analytics view was created and set to be accessed only by the individual created it, if they th...

Context: Analytics is counting conversation segments When clicking to see the detail of a metric the number of conversation segment is displayed and the list of associated conversation is provided Problem: We can display 5 conversations for 6 segm...

Evaluate the activity of the teammate by counting the volume of meeting such as appointements Asked by a CSM to evaluate appointment activity