We've added three new analytics updates to help you better understand team performance, track internal workflows, and monitor customer demand.
Task analytics: Track task volume and resolution efficiency in shared inboxes with three new metrics: new tasks, resolved tasks, and task resolution time (avg). Use these to spot bottlenecks and measure how quickly your team closes out work.
Group custom report data by conversation custom fields: Now table charts in custom report dashboards support "Yes or no" and "Dropdown" conversation custom fields as grouping dimensions, so you can break down metrics by fields like issue type or location.
Active accounts: Active accounts is a new metric tracking the number of unique customers who reached out over a given period, now available in custom, customer satisfaction, and workload reports. Use it to understand whether support demand is broad or concentrated, and anticipate resourcing needs.