Insights

It would be great to have the ability to update a CSAT score. A user might initially rate the service poorly - perhaps due to a slower response or not receiving the answer they expected. However, as the conversation continues and the issue gets re...

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.

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...

Be able to keep track of open / waiting etc. conversations on a regular basis

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...

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart) Could also be solved by changing its definition (=> make sure it is not counted twice by tying it to a s...

Being able to easily compare workspace performance with an overview of every workspace details

If I do a "Full events" export for a Workload report, for the "conversation_stage_update" event type it would be really helpful to see the previous conversation stage and the new conversation stage. This type of granular data would allow the team ...