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Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
4 months ago in Insights 0 Backlog

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

Workload report: add 'Moved to inbox' metric

No description provided
6 months ago in Metrics 0 Backlog

Display more "oldest conversations" in the Live Dashboard

No description provided
7 months ago in Live dashboard 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
8 months ago in Analytics - Widgets - timeline 0 Backlog

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
8 months ago in AI / AI tagging / AI tracking / Insights 0 Backlog

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.
10 months ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
10 months ago in Insights 0 Backlog