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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
6 months ago in Insights 0 Backlog

Ability to see holistic context for SLA activities

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...
11 months ago in Insights 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
about 4 years ago in CSAT 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.
almost 3 years ago in New metrics 0 Backlog

Analytics based on info created after a segment is closed

At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...
over 2 years ago in Analytics - filters - General improvments / Insights 0 Backlog

Dialpad Analytics Dashboard within Front

I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!
over 1 year ago in Developer Platform / Insights 0 Planned

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
over 1 year ago in Breakdowns and totals / Conversation Stages / Insights 0 Backlog

Active and Archived conversations in the Workload Report

No description provided
about 1 year ago in Existing metrics 0 Backlog

Analytics connector: Assembled (WFM)

Direct integration with the WFM tool Assembled
about 3 years ago in Direct connectors / Insights 0 Backlog