Insights

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...

Display CSAT ratings and reviews on my website in a way similar to displaying Trustpilot or Google Business Reviews

Ability to filter by tag in the live dashboard

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately

Want the ability to add the 'number of resolved conversations' as a column in the teammate report. Want to have a quick view of how many conversations each teammate in the workspace completed.

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...

We ideally would like to have an option to require that a comment be left alongside the rating that is given when the CSAT Survey is used.

When you want to report on all tags except a few, you can Select all > deselect the few you don't want.