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Existing metrics

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Breakdown of any analytics metric by day/week/month/etc

Bring more customizability by allowing a simple table-time view
over 3 years ago in Existing metrics 0 Backlog

Active and Archived conversations in the Workload Report

No description provided
about 1 year ago in Existing metrics 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
8 months ago in Existing metrics 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart) Could also be solved by changing its definition (=> make sure it is not counted twice by tying it to a s...
8 months ago in Existing metrics 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
8 months ago in Existing metrics 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 ...
over 4 years ago in Existing metrics 0 Backlog

Analytics : track private message template in message template report

Currently only the usage of public message template is used Allow to track the usage of private message template as well
over 2 years ago in Existing metrics 0 Backlog

Show full heatmap chart when popped out

For the heat map, would be nice to not have to scroll, (so one could take a screenshot for reporting), or if the table image was exportable.
11 months ago in Existing metrics 0 Backlog

Adding Touched Conversations to Workload tab in Analytics.

Our team is a load balancing team so touched conversations is more useful to us as a lot of internal comment and drafts are used instead of replies.
11 months ago in Existing metrics 0 Backlog

Compare tag evolution in a time graph

See multiple tags through time at once.
over 3 years ago in Existing metrics 0 Backlog