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Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 5 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
7 months ago in Metrics 1 Backlog

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
4 months ago in Breakdowns and totals / Conversation Stages 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
11 months ago in Analytics - Conversation origin and journey 0 Backlog

Report on individual tags

No description provided
about 2 years ago in Analytics - Breakdown - Tags 0 Backlog

Add internal discussions to Analytics

No description provided
over 3 years ago in Metrics by type 0 Backlog

Track click links

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...
over 1 year ago in Metrics / Outbound analytics 0 Backlog

Customer reply time in Analytics

Measure reply time from your customers to your messages.
over 3 years ago in Outbound analytics 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 3 years ago in Business Hours and time measure 0 Backlog