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Disable collaborative metrics for users w/o Analytics permissions

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...
5 months ago in Admin Experience / Insights 0 Backlog

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
6 months ago in Insights 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
6 months ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
6 months ago in Insights 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
6 months ago in Metrics 0 Backlog

Display more "oldest conversations" in the Live Dashboard

No description provided
7 months ago in Live dashboard 0 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
7 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog

Filter irrelevant tags out of Analytics' tag tables

The tag report shows either all tags on the filtered conversations, or only the tags used in the filter. Customer would like to define a list of tags that they filter out of the table
8 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables 0 Backlog

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
8 months ago in Live dashboard 0 Backlog

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
9 months ago in CSAT 1 Backlog