Here's a concise overview of some recent technical improvements:
Public messages sent via
API are now included in metrics computation.
We are including these messages to better reflect the impact of all the tools you use on the customer experience you provide. For instance, if you are using a 3rd party AI chatbot, we will now take their messages in consideration when computing the
FRT or when attributing a ticket when filtering by agent on
Fixed a bug that included misclassified internal notes in some metrics
We fixed a bug that included misclassified internal notes when computing
Messages sent ,
Tickets replied and
Messages per ticket.
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