Insights

In Analytics, measure handle time for first reply only

Allow to filter by categories of channels (ie email / voice / text)

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

Currently, the Live Dashboard allows to count the snoozed conversations only for non-ticketing inboxes. For ticketing inboxes, there's no way to distinguish waiting conversations that are snoozed or not.

That would allow side by side comparisons on inboxes or other criteria instead of only timeline

Viewing more metrics like Csat or Smart QA grades on Topics