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Export Busiest Times heat map of volumes (as csv)

No description provided
about 2 years ago in Existing metrics / Exports and API 0 Backlog

Workforce management analytics

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

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
about 4 years ago in CSAT 3 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in Analytics - Times / Insights 0 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 4 years ago in CSAT 3 Backlog

Access "Teammate activity export" via API

I regularly need to fetch Teammate Activity Export data - it would be useful to enable access via the API
4 months ago in Core API / Exports and API 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...
6 months ago in Admin Experience / Insights 1 Backlog

CSAT link expiration

Set a duration after which the survey is not accessible
about 1 year ago in CSAT 1 Backlog

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
over 2 years ago in Analytics Widgets / Insights 2 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...
11 months ago in AI / AI tagging / CSAT 0 Backlog