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Display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
5 months ago in Insights 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...
5 months ago in Admin Experience / Insights 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.
over 2 years ago in Insights / SLA / Workflows 4 Backlog

CSAT: Multiple language support

No description provided
almost 4 years ago in CSAT 1 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.
over 2 years ago in Core Product 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.
9 months ago in Insights 0 Backlog

Add internal discussions to Analytics

No description provided
over 4 years ago in Insights / Metrics by type 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/
10 months ago in Insights 0 Already available

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 0 Backlog

CSAT: limit number of survey sent to a given customer in a period of time

Example: send a single survey per month for a given contact or account.
over 3 years ago in CSAT 0 Backlog