Insights

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

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.

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.

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.

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...

This would allow you to add a filter for only conversations where your rule triggered, e.g. allowing you to focus on the breach/achievement of your teams' rules only without other rules also being considered in the displayed results.

As soon as there are more than 10 conversations contributing to a metric, it becomes very difficult to filter them further. Being able to save the metric results into a view would make them easier to view within the app or to group together so tha...

With the Analytics full events export, the Subject field is described as "Subject of the conversation" according to the documentation. This field is derived from the messages of each conversation, more specifically the last message of a conversati...