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Group "time spent in" metrics by teammate

No description provided
2 months ago in New metrics 0 Backlog

Add internal discussions to Analytics

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

Track time spent actually working on a ticket (= better handle time)

Ability to spent time on each ticket in analytics (not just handle time), but from the moment clicks on a ticket/is assigned a tickets and works on it to closure.
over 1 year ago in New metrics 0 Backlog

Metrics on rules and macros

Count how many times a rule applied, who triggered a macro etc
over 2 years ago in New metrics 0 Backlog

Tracking conversations assigned by someone

The same idea of tracking assignees but instead being able to see who assigned conversations
11 months ago in New metrics 1 Backlog

Metrics per workspace on Analytics

Being able to easily compare workspace performance with an overview of every workspace details
8 months ago in Investigation features / New metrics 0 Backlog

Track click links

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...
over 2 years ago in New metrics 0 Backlog

[measure] See how many "AI Compose" requests someone has made per day

Under AI Compose and it says that each teammate is limited to 200 requests per day. It would be good to have a way for the teammate to see how many requests they’ve made in a day. That way they can be responsible for keeping an eye on that to make...
5 months ago in AI / AI tracking / New metrics 0 Backlog

Assigned Time to First Reply Time Average Metric

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...
over 1 year ago in New metrics 0 Backlog

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