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Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
about 1 month ago in Admin audit trail / Insights 0 Backlog

Analytics metrics for deleted teammates

As a support leader, I want to select deleted teammates in the analytics filters, so that metrics for my team are consistent after an agent left.
13 days ago in Analytics - filters - Teammate 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
13 days ago in Metrics 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
13 days ago in Metrics 0 Backlog

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.
13 days ago in Insights - Systems 0 Backlog

[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...
12 months ago in Insights / Knowledge Base 0 Backlog

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
about 1 month ago in Insights 0 Already available

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
13 days ago in CSAT 1 Backlog

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
13 days ago in CSAT metrics and reporting 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
13 days ago in Analytics - Widgets - timeline 0 Backlog