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Workforce management analytics

No description provided
over 4 years ago in New metrics / Workforce management 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
over 2 years ago in Existing metrics / Exports, API and connectors 0 Backlog

Make sure that CSAT reviewers are identified

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents
over 1 year ago in CSAT 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in New metrics 0 Backlog

CSAT link expiration

Set a duration after which the survey is not accessible
over 1 year ago in CSAT 1 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.
7 months ago in Insights - Other 0 Backlog

Allow embedded URLs for external chart integration

Hi, it would be extremely helpful if Front could generate embedded codes or URLs for charts and analytics you provide users with. In our particular case, our goal is to integrate them into an external platform we use for data management, where we’...
about 2 months ago in Insights - Other 0 Backlog

Track Internal Actions in Analytics

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -
about 1 year ago in New metrics 0 Backlog

Disable collaborative metrics for users w/o Analytics permissions

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...
7 months ago in Insights - Other 1 Backlog

Multiple CSAT surveys per workspace

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"
over 1 year ago in CSAT 0 Backlog