Analytics based on info created after a segment is closed
At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...
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...
Create a real-time dashboard to showcase what's happening *now* in front so you can have a "captain of a ship" view of what's going on. Imagine a screen where you could see staffing, wait & response time, volume of requests, numbers of open/un...