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Insights

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Ability to track website traffic

see who is on website, for how long, what theyre viewing, whats in their cart etc so teams can proactively reach out and see if the customer has questions or needs help
over 1 year ago in Developer Platform / Insights 0 Backlog

Being able to choose a primary tag if adding more than 1 to a conversation for reporting purposes.

Different to parent tags, this would be where a conversation is tagged for example as an 'account balance' query but the team leader has added a secondary tag of 'urgent' and maybe a 3rd tag of 'complaint'. This may then push it to a view that has...
over 1 year ago in Insights 0 Backlog

Better management for timezones

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 ...
over 1 year ago in Admins can control more teammate settings / Insights 3 Backlog

Compare tag evolution in a time graph

See multiple tags through time at once.
about 3 years ago in Existing metrics 0 Backlog

Publishable Analytics Reports

Provide a way to Publish / Export (Report not data) / Share Analytics Reports Ideally, reports would be able to be published for use on a website, SharePoint, etc, without needing to export data and use a 3rd-party tool to create the desired, shar...
over 1 year ago in Scheduled Reports 0 Backlog

Use Teammates email or username in tables instead of full name

Quality of life feature as emails and full usernames don't have duplicates and are stable through time.
over 3 years ago in Existing metrics 0 Backlog

CSAT: do not reopen conversations when feedback is sent

Ideally, this should be preventing reopening altogether, not just re-closing convos.
over 3 years ago in CSAT 0 Backlog

Track calendar/shift/business hour in time metrics at all times

Instead of tracking only one timer we should track for all our timers: - Calendar hours (actual time that passes) - Business hours (time within business hours) - Shift hours (time when the teammate was shifted, which can be different from business...
over 3 years ago in Business Hours and time measure / Insights 0 Backlog

CSAT: shorten link

Shorter CSAT link
over 3 years ago in CSAT 0 Backlog

Schedule reports to Slack

Instead of an email, send a Slack. This might be hackable with a shared inbox and our Slack integration
over 3 years ago in Scheduled Reports 0 Backlog