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Insights

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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

Workload report: add 'Moved to inbox' metric

No description provided
3 months ago in Metrics 0 Backlog

Report on individual tags

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

API-triggered transitions for conversation stages

No description provided
11 months ago in Conversation Stages 1 Will not do

CSAT survey: Easier rules configuration options

It’s easy to create a rule to automatically send the survey per conversation, but it requires a more complex custom setup for more advanced configuration. For example with custom fields and custom smart rules to send a survey per contact and no mo...
about 1 year ago in CSAT - Customisation - Survey 0 Backlog

Track click links

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...
about 2 years ago in Metrics / Outbound analytics 0 Backlog

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...
almost 2 years ago in Insights / P3 display 0 Backlog

Default workspace for Analytics

Allow to set a default workspace on which Analytics loads. Avoids loading a workspace with lots of data, during which it's not possible to switch to desired workspace.
8 months ago in Insights 0 Backlog

Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
8 months ago in Insights 0 Backlog