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Insights

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[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
15 days ago in AI / AI tagging / AI tracking / Insights 0 Backlog

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
29 days ago in Insights 0 Already available

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
6 months ago in CSAT - Customisation - Survey 0 Backlog

Tag-triggered transitions for conversation stages

No description provided
5 months ago in Conversation Stages 0 Backlog

Multiple CSAT surveys per workspace

No description provided
5 months ago in CSAT 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
11 months ago in Insights / Workflows 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
over 1 year ago in Analytics - Widgets - Heatmap 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

CSAT link expiration

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

Display upcoming SLA breaches in the Live Dashboard

No description provided
4 months ago in Insights 0 Backlog