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Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
7 months ago in 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...
4 months ago in Admin Experience / Insights 0 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
6 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog

Display upcoming SLA breaches in the Live Dashboard

No description provided
11 months ago in Insights 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 3 years ago in CSAT - journey 1 Backlog

Lock down Make inbox visible to analytics button

Under inbox settings, anyone can toggle option to make inbox visible to analytics. Have had users toggle this off themselves when we want forever on. There is no way to audit this outside of seeing they are not on report so then we miss on their r...
2 months ago in Admin Experience / Insights 0 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.
7 months ago in Insights - Systems 0 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
3 months ago in Analytics API - exports / Core API 0 Backlog

Message level statusing for SLA rules

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.
about 2 years ago in Insights / SLA / Workflows 4 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/
8 months ago in Insights 0 Already available