ADD A NEW IDEA

Insights

Showing 262

Use Teammates email or username in tables instead of full name

Quality of life feature as emails and full usernames don't have duplicates and are stable through time.
over 3 years ago in Existing metrics 0 Backlog

CSAT: do not reopen conversations when feedback is sent

Ideally, this should be preventing reopening altogether, not just re-closing convos.
over 3 years ago in CSAT 0 Backlog

Track calendar/shift/business hour in time metrics at all times

Instead of tracking only one timer we should track for all our timers: - Calendar hours (actual time that passes) - Business hours (time within business hours) - Shift hours (time when the teammate was shifted, which can be different from business...
over 3 years ago in Business Hours and time measure / Insights 0 Backlog

CSAT: shorten link

Shorter CSAT link
over 3 years ago in CSAT 0 Backlog

Schedule reports to Slack

Instead of an email, send a Slack. This might be hackable with a shared inbox and our Slack integration
over 3 years ago in Scheduled Reports 0 Backlog

Adding date to downloaded Export Data files in Analytics

It would be great to have the date and time when CSV files were exported in the Analytics dashboard with a details section to see the filters that were used to reference instead of going through each one to find the appropriate file. As an example...
over 1 year ago in Exports and API 0 Backlog

Add tag actions to reaction time

Count "adding a tag" in reaction time.
over 3 years ago in Existing metrics 0 Backlog

Filter parity between analytics UI and API "report" endpoint

We should have parity between the app and the API as much as possible: "Tag is not" filter Conversation status etc
over 3 years ago in Exports and API 0 Backlog

Conversation moved to a specific destination metric

Measuring "conversations moved *to* Tier 3" for instance.
over 3 years ago in Analytics - Conversation origin and journey / Insights 0 Backlog

Query metrics for a specific conversation

Both: In app (could be in a conversation's details) And through the API (directly in the response, without having to request an export)
over 3 years ago in Investigation features 0 Backlog