Insights

Add another metric to teammate performance report that shows how many conversations a teammate re-assigned to another individual

Hello, Time goals analytics report is only displaying the score against reply time and first reply time goal. I would like to have displayed for each the average reply time and first reply time included in the time goals analytics report for each ...

Under AI Compose and it says that each teammate is limited to 200 requests per day. It would be good to have a way for the teammate to see how many requests they’ve made in a day. That way they can be responsible for keeping an eye on that to make...

When analyzing one person's stats, I would like to exclude the email threads that only have one email without an answer. They could be considered as automatic emails (example: someone has accepted my calendar invite).

Would be great if there was a way to use the contacts/accounts section and track last communications we have with customers. Even set a rule or SLA to alert us if a set time has passed and we haven't heard from a certain person or company. Could b...

We need the ability to apply and remove a tag anytime an internal email is received in one conversation and only consider for the FRT and RT calculation replies to external email (outside our organization and/or with specific email domains) . Actu...

Allow managers to understand how the volume of work in their team's backlog is fluctuating. Implementation: how many conversations were in each status (custom ticketing status or open/snoozed) at a certain point in time.This would replace the "ope...

Choose whether a metric breakdown should be represented as a table or a diagram. In the case of a diagram, choose the type of diagram.