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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...
27 days 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)
27 days ago in Insights 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...
6 months ago in AI / AI tagging / CSAT 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

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

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

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
over 3 years ago in CSAT- Customisation - survey - answers 3 Backlog