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New metrics

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Analytics on drafts

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

Conversation moved to a specific destination metric

Measuring "conversations moved *to* Tier 3" for instance.
over 3 years ago in New metrics 0 Backlog

Tables with more than one dimension

For instance: find number of conversations by tag and by inbox
about 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).
about 4 years ago in New metrics 0 Will not do

Analytics to understand which links are most shared in emails to improve help center documentation

Add a native feature to extract URLs from the body of email messages and export them. This is helpful when analyzing inline links distribution to understand what are the most shared links in order to furhter improve help center documentation. Curr...
about 2 years ago in Knowledge Base / New metrics 0 Backlog

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...
over 2 years ago in New metrics 1 Backlog

Tracking the use of email signatures

Being able to track the signatures used by teammates. How often they are used or not used (in favour of another signature)
over 2 years ago in New metrics 0 Backlog

Metrics by Teammate groups

No description provided
about 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