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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...
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)
2 months ago in Insights 0 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
about 2 years ago in Core Product Experience / Insights 0 Backlog

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
5 months ago in CSAT metrics and reporting 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
5 months ago in Metrics 0 Backlog

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.
over 1 year ago in CSAT metrics and reporting 0 Backlog

CSAT: Multiple language support

No description provided
over 3 years ago in CSAT - Customisation - general 1 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
3 months ago in Metrics 0 Backlog

Track 'seen' receipts

We often send out a test of a new email strategy / approach and it would be great to be able to measure 'opens' and 'clicks' like you can with a marketing campaign - to measure the success of various customer success or sales initiatives. I think ...
11 months ago in Insights 1 Will not do

Add internal discussions to Analytics

No description provided
about 4 years ago in Metrics by type 0 Backlog