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Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
about 3 years ago in Business Hours and time measure 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
about 3 years ago in Outbound analytics 0 Backlog

More options for frequency when scheduling Analytics reports

No description provided
about 3 years ago in Scheduled report - customisation 0 Backlog

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
about 3 years ago in Insights - Other 0 Backlog