ADD A NEW IDEA

New metrics

Showing 22

Messages per conversation

Tracking the total number of message of a conversation
over 2 years ago in New metrics 0 Backlog

Customers helped

Count number of contacts /account interacted with
about 4 years ago in New metrics 0 Backlog

New inbound conversations

New conversations that were started by end customers.
over 4 years ago in New metrics 0 Backlog

Analytics on drafts

Number of drafts created by teammate, time in draft before sending etc.
over 4 years ago in New metrics 0 Backlog

Tables with more than one dimension

For instance: find number of conversations by tag and by inbox
almost 4 years ago in New metrics 0 Backlog

Deliverability metrics

Bounce/delivery rates for outbound emails. This is linked to outbound use cases (sales, marketing, etc).
almost 4 years ago in New metrics 0 Will not do

SLA Breach details (hours, levels)

Being able to have more information provided about how far your SLA has been breached (such as a percentage or graph) or being able to define different breach 'levels' would provide helpful information to know to what degree the SLA has been breac...
about 2 years ago in New metrics 1 Backlog

Metrics by Teammate groups

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

Measure number of participants

I would like to see how many people it took to resolve a customer's request to better spot where we can improve our own product or service
over 4 years ago in New metrics 0 Backlog

First and second replies in analytics

number of first responses (not response time, simply volume) by day and channelnumber of second responses (again, only volume) by day and channel on those same threads
over 4 years ago in New metrics 0 Backlog