Insights

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.

Allow to customise the CSAT stars , in survey and in signature Problems: Stars are not prominent enough for some customers Allow to make them stand out more. Some customer also want control over the starts look and feel

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports

Would be great to have a view of the current situation for a specific customer.

Being able to easily compare workspace performance with an overview of every workspace details