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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/
9 months ago in Insights 0 Already available

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...
3 months ago in Admin Experience / Insights 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

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

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 - journey 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 ...
about 1 year ago in Insights 1 Will not do

Option to stop automated responses from updating conversation timestamps

I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...
about 2 years ago in Insights / P3 display 0 Backlog

In-app analytics metrics for a specific conversation

Access the metrics related to a conversation directly in app (replies, resolution etc)
4 months ago in Insights 0 Backlog

Filter irrelevant tags out of Analytics' tag tables

The tag report shows either all tags on the filtered conversations, or only the tags used in the filter. Customer would like to define a list of tags that they filter out of the table
7 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables 0 Backlog

Report on individual tags

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