Insights

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

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.

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.

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...

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

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.

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...