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CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
over 1 year ago in Metrics 1 Backlog

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
about 2 years ago in Analytics Widgets / Insights 2 Backlog

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.
5 months ago in Insights - Systems 0 Backlog

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
about 2 months ago in Insights 0 Backlog

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...
about 2 months 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)
about 2 months ago in Insights 0 Backlog

Display upcoming SLA breaches in the Live Dashboard

No description provided
8 months ago in Insights 0 Backlog

Filter irrelevant tags out of Analytics' tag tables

The tag report shows either all tags on the filtered conversations, or only the tags used in the filter. Customer would like to define a list of tags that they filter out of the table
4 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables 0 Backlog

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
5 months ago in Insights 0 Already available

Custom analytics dashboards

Visualize data in more ways than what we present in analytics today, E.g., be able to look at the same data set, but presented in a pie chart, bar graph, etc...
10 months ago in Analytics Widgets 0 Backlog