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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...
about 1 year ago in Analytics - filters - General improvments 0 Backlog

Ability to choose date aggregation in graphs & previous period in Analytics

No description provided
about 3 years ago in Analytics - Widgets - timeline 0 Backlog

Embed analytics reports on your own website

Display Front reporting on your public website to showcase reply times and other relevant metrics to your customers.
about 2 years ago in Insights - Other 0 Backlog

Analytics to understand which links are most shared in emails to improve help center documentation

Add a native feature to extract URLs from the body of email messages and export them. This is helpful when analyzing inline links distribution to understand what are the most shared links in order to furhter improve help center documentation. Curr...
9 months ago in Insights / Knowledge Base 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
about 3 years ago in Outbound analytics 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
almost 3 years ago in CSAT - Customisation - survey - scale 0 Backlog

Make all new individual inboxes visible to analytics by default

No description provided
about 3 years ago in Analytics - Permissions 0 Backlog

More options for frequency when scheduling Analytics reports

No description provided
about 3 years ago in Scheduled report - customisation 0 Backlog

Split "Archived without reply" metric between inbound and outbound conversations

In order to differentiate between "conversations where customer did not reply to us " and "conversations where we did not reply to the customer"
about 1 year ago in Metrics - misc improvements 1 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
about 3 years ago in Business Hours and time measure 0 Backlog