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Export Analytics metrics "Time spent in..."

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports
3 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
5 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables 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

Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
3 months ago in Insights 0 Backlog

Add internal discussions to Analytics

No description provided
about 4 years ago in Metrics by type 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

Satisfaction metric: bad to good ratings

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

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

No description provided
6 months ago in Metrics 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

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
3 months ago in Insights 0 Backlog