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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...
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9
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6
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5
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Analytics based on info created after a segment is closed
At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...
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3
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1
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1
VOTE
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...
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1
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2
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2
VOTE