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Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
about 22 hours ago in Insights 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...
about 22 hours ago in Insights 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)
about 22 hours ago in Insights 0 Backlog

Chatbot Analytics: Export detailed data

In the Chatbot Analytics report, it would be helpful to export detailed conversation data (customer<>bot messages) along with reports on whether a conversation was resolved / deflected / AI Answers used / etc.
14 days ago in Analytics Exporting Data / Analytics exports content - fields / Generic drill down (business objects) 0

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
2 months ago in Live dashboard 0

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...
about 1 year ago in Insights / Knowledge Base 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
16 days ago in Metrics 0 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
about 2 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
3 months ago in Metrics 0 Backlog

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
5 months ago in AI / AI tagging / CSAT 0 Backlog