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Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
about 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 4 Backlog

Add internal discussions to Analytics

No description provided
about 3 years ago in Metrics by type 0 Backlog

Ability to choose date aggregation in graphs & previous period in Analytics

No description provided
about 3 years ago in Analytics - Widgets - timeline 0 Backlog

Make all new individual inboxes visible to analytics by default

No description provided
about 3 years ago in Analytics - Permissions 0 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
about 3 years ago in Business Hours and time measure 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
about 3 years ago in Outbound analytics 0 Backlog

More options for frequency when scheduling Analytics reports

No description provided
about 3 years ago in Scheduled report - customisation 0 Backlog

Ability to display contact fields in a custom order and show or hide fields

In Front's contact manager, having the ability to customize which fields show up on top, and even have the ability to hide certain fields.
about 3 years ago in Accessing / Organizing Data 0 Backlog

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
about 3 years ago in Insights - Other 0 Backlog

Granular assignment limits

Giving Admins the ability to set complex limits such as “assign up to 1 chat and up to 5 emails to this teammates"
about 3 years ago in Load balancing 0 Backlog