Feature Requests

Currently, certain metrics in the Dashboard > Overview - such as "Average Response Time" and "Average First Response Time" - are calculated based on calendar hours. We would like to enhance the flexibility of these metrics by adding an option for users to choose between "calendar hours" or "working hours" as the basis for these calculations. This feature would allow users to view metrics that more accurately reflect their working hours, providing clearer insights and helping teams better understand their response efficiency within active business periods.

We have a large number of live templates, but we suspect many aren't used anymore. We would like to identify the most used ones, so we can improve them and also add the content to our website.

Add a new section to the existing dashboards, dedicated to the Instant Messages module. This section should have widgets about users' performance, chats assigned, chats closed, etc. Also, it is worth replicating the Tickets Overview section.

Add a new widget that shows how many replies it takes for a user to resolve a ticket completely.

Currently, we display just the number of messages sent by each user. It would be useful to have the Messages Replied that would show the number of processed messages from a buyer (e.g. 1 received message from a buyer and then 2 user's sent messages in a row = 1 replied message OR 2 received messages from a buyer in a row and then 1 message from a user =1 replied message).