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Insights

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Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
5 months ago in Insights 0 Backlog

Update metric calculation for "new" and "closed workload"

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...
5 months ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
5 months ago in Insights 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.
10 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...
10 months ago in Insights 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
5 months ago in Metrics 0 Backlog

CSAT: Identify Submitter

We would like a way for Admins to be able to see who the response came from.
11 months ago in CSAT 0 Backlog

Allow company name to be updated in CSAT survey URL

No description provided
11 months ago in CSAT - Customisation - survey - Link 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
about 4 years ago in CSAT - Customisation - survey - scale 0 Backlog

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
over 1 year ago in Breakdowns and totals / Conversation Stages 0 Backlog