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Configure business hours as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 4 years ago in Admin Experience / Business Hours and time measure / Insights 12 Backlog

Smart QA scores available in exports / API

No description provided
about 2 months ago in Insights 0 Backlog

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...
over 1 year ago in Insights / Knowledge Base 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 Insights / Live dashboard 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
over 1 year ago in Analytics Filters & Dates / Custom fields / Insights 0 Backlog

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
about 2 months ago in AI / Insights / Workflows 0 Backlog

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
over 1 year ago in CSAT 0 Backlog

Finer selection of current and previous period in Analytics

More relative date options for analytics "current month to date" etc. and ability to toggle to include/exclude weekends in analytics. This is especially relevant for "compare to previous period" as this is functionally useless today if selecting a...
about 2 years ago in Investigation features 0 Backlog

Smart QA in Team Performance table

Alongside Response, handle time etc. This gives a full view of agent performance in one place
about 1 month ago in Existing metrics 0 Backlog

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
5 months ago in Insights 0 Backlog