Existing metrics

I'd like the ability to exclude snoozed time from the Response Time Analytics. Ex: a customer emails us at 8am asking us to send an update at 2pm of the transit of their shipment. If I snooze the conversation until 2 my response time is 6 hours pl...

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

Would be based on the open-archived status, and replace the old "archived" metrics

Viewing more metrics like Csat or Smart QA grades on Topics

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

Alongside Response, handle time etc. This gives a full view of agent performance in one place

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

Want the ability to add the 'number of resolved conversations' as a column in the teammate report. Want to have a quick view of how many conversations each teammate in the workspace completed.

Aggregate metrics by median/percentiles, not only averages