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New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in Analytics - Times / Insights 0 Backlog

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
2 months ago in AI / Insights / Workflows 0 Backlog

Make sure that CSAT reviewers are identified

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents
over 1 year ago in CSAT 0 Backlog

Teammate inbox access granted through logic is confusing

The lack of clarity in the "granted through" section can create confusion and unnecessary work. Example scenarios: If a teammate is given access directly through editing an inbox, this isn't correctly reflected when viewing that teammate. If a tea...
about 1 month ago in Admin Experience / Resource access settings / Teammate management 0 Backlog

Change Private Tag to Shared

Have the ability to change a once private tag to a shared tag.
5 months ago in Core Product Experience / Permissions 0 Backlog

Add quick actions to Portal - Self Service Actions

All customers on the portal to take quick actions by surfacing quick actions (similar to macros in the inbox) on the portal. (Not necessarily attached to a conversation - instead just quick actions that allow users to interact with systems such as...
2 months ago in Customer Portal 0 Backlog

Print or PDF entire conversation including comments

Teams that deal with sensitive content that may be subject to audit are looking for a way to take a snapshot of all content (emails/comments) on a conversation so they can store it elsewhere.
over 2 years ago in Printing 0 Backlog

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
6 months ago in Insights 0 Backlog

[context] Don't include closing salutation and signature in AI compose

It would be nice not to include "Best, Name" when using AI compose because this is already part of our signatures. This requires the users to remove it every time.
12 months ago in AI / AI compose 0 Backlog

Manage Teammates Sidebar as an admin

As a Front Admin, I want to be able manage my teammates' sidebar.
over 1 year ago in Admin Experience 1 Backlog