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Feedback - Reporting and analytics (Explore)

Share your feedback, ideas and experiences related to the use of reporting and analytics (Explore).

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      Measure Duration of Status and Custom fields in Business hours
      Answered
      Simply put, since we're not 24/7, we need to be able to measure time in business hours. We use custom fields to capture ...

      Posted Nov 22, 2023 · Carmelo Rigatuso

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      Explore report on macro usage
      Not Planned
      Macros are such an important element of our workflow, being able to measure the usage of the macros, tickets solved with...

      Posted May 18, 2017 · Permanently deleted user

      95

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      Explore Subpermissions feedback: restricting ticket data visibility
      Please give a quick overview of your product feature request or feedback and note who in your org is affected by this is...

      Posted Jan 15, 2025 · Sydney Neubauer

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      Being able to report on custom fields or statuses in business hours
      We are looking to implement an additional timestamp in our reporting for when an issue has been fixed, but the ticket ca...

      Posted Mar 27, 2024 · Kristin Bouveng

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      Allow custom fields in Backlog Dataset
      We maintain a sizeable backlog as we manage a lot of back-and-forth in dealing with certain customers. It would be highl...

      Posted Feb 16, 2019 · Barry McBride

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      Visibility of Agent Activity/Capacity on Live Dashboard
      Feature Request Summary:  We would like to include immediate visibility on Agent Activity/Capacity directly from the Li...

      Posted May 23, 2023 · Kurt Booth-Williams

      7

      Followers

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      Away status and reporting
      Planned
      It is a basic offering in any telephony system to track time in agent status.  Not having this ability is detrimental to...

      Posted Jul 31, 2019 · James Crawford

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      Personalized links for each dashboard
      In the recent update of the Explore Dashboards, a feature that existed in Legacy was removed; the ability to edit each a...

      Posted Jan 14, 2025 · SOC

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      Reporting on average time spent on a custom status for a process
      Hello Community,   I am trying to create a report for my process to get custom status wise time spent in each custom sta...

      Posted Dec 03, 2024 · Sameer Naringrekar

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      "Today" option missing from Time filters on new dashboard builder?
      Planned
      Hi Team!    Not sure if this is a bug, or if i'm doing something wrong, or if it's meant to be like this for a reason, b...

      Posted Jan 06, 2025 · Tim Grimshaw

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