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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)
25 days ago in Insights 0 Backlog

Create Analytics exports by API filtered on teammate groups

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

CSAT link expiration

Set a duration after which the survey is not accessible
9 months ago in CSAT - Customisation - Survey 1 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
almost 2 years ago in Analytics - Widgets - Heatmap 0 Backlog

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
5 months ago in AI / AI tagging / CSAT 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
4 months ago in Metrics 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
about 2 years ago in Analytics - Times 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
about 1 year ago in Insights / Workflows 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
over 3 years ago in CSAT - Customisation - survey - scale 3 Backlog

Tag-triggered transitions for conversation stages

No description provided
9 months ago in Conversation Stages 1 Will not do