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Alerts for Customer Inactivity

Would be great if there was a way to use the contacts/accounts section and track last communications we have with customers. Even set a rule or SLA to alert us if a set time has passed and we haven't heard from a certain person or company. Could b...
6 months ago in New metrics 0 Backlog

Exclude internal conversation/internal email domain in a single conversation from FRT and RT calculation

We need the ability to apply and remove a tag anytime an internal email is received in one conversation and only consider for the FRT and RT calculation replies to external email (outside our organization and/or with specific email domains) . Actu...
6 months ago in Existing metrics 0 Backlog

Add "conversation created date" to the exports

As of today the conversation created field in the messages export is based on segments rather than conversation ID. It would be nice to be able to filter by conversation ID being created.
12 months ago in Exports, API and connectors 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
over 4 years ago in CSAT 0 Backlog

Alerts based on metrics

My team needs to be notified once a specific tag is used by our customer support team. For example, if we receive 6 "website_issues" tag in one day, this is a critical function for our business and we would like to be notified expeditiously. Can y...
over 1 year ago in Scheduling and automation / Workflows 0 Backlog

Breakdown of any analytics metric by day/week/month/etc

Bring more customizability by allowing a simple table-time view
over 3 years ago in Existing metrics 0 Backlog

Outbound emails opened

Ability to view how many people have opened a given outbound email in analytics (based on receipt) and associated metrics such as open rate.
about 3 years ago in New metrics 0 Backlog

Lock down Make inbox visible to analytics button

Under inbox settings, anyone can toggle option to make inbox visible to analytics. Have had users toggle this off themselves when we want forever on. There is no way to audit this outside of seeing they are not on report so then we miss on their r...
6 months ago in Admin Experience / Insights - Other 0 Backlog

Analytics for App Objects

No description provided
over 4 years ago in New metrics 0 Backlog

Custom table in Analytics

Ability to create a custom tables in Analytics by selecting metrics used, columns and lines content.
over 2 years ago in New metrics 0 Backlog