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Insights

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Message level statusing for SLA rules

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.
over 2 years ago in Insights / SLA / Workflows 4 Backlog

Allow Analytics export API to filter on teammate groups

No description provided
9 months ago in Analytics - filters - Teammate / Exports and API 0 Backlog

Add internal discussions to Analytics

No description provided
over 4 years ago in Insights / Metrics by type 0 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
over 2 years ago in Core Product Experience / Insights 0 Backlog

Track time spent actually working on a ticket (= better handle time)

Ability to spent time on each ticket in analytics (not just handle time), but from the moment clicks on a ticket/is assigned a tickets and works on it to closure.
over 1 year ago in New metrics 0 Backlog

Outbound communication metrics

Open and Reply rates etc.
10 months ago in Insights 1 Will not do

Tracking conversations assigned by someone

The same idea of tracking assignees but instead being able to see who assigned conversations
10 months ago in Insights 1 Backlog

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.
11 months ago in Insights 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 0 Backlog

Edit or delete CSAT reviews

No description provided
almost 4 years ago in CSAT 0 Backlog