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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 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 Scheduling and automation 1 Already available

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 Scheduling and automation 0 Backlog

Analytics connector: Looker

Expose Analytics data directly to Looker (or make the integration easy)
over 3 years ago in Exports, API and connectors 0 Backlog

Add tag actions to reaction time

Count "adding a tag" in reaction time.
over 3 years ago in Existing metrics 0 Backlog

Filter parity between analytics UI and API "report" endpoint

We should have parity between the app and the API as much as possible: "Tag is not" filter Conversation status etc
over 3 years ago in Exports, API and connectors 0 Backlog

Conversation moved to a specific destination metric

Measuring "conversations moved *to* Tier 3" for instance.
over 3 years ago in New metrics 0 Backlog

Query metrics for a specific conversation

Both: In app (could be in a conversation's details) And through the API (directly in the response, without having to request an export)
over 3 years ago in Investigation features 0 Backlog

CSAT: generic link with no limited number of uses

Create a link that can be shared easily in any email, or by chat, SMS, etc.
over 3 years ago in CSAT 0 Backlog