Feature Requests
Open
agent analytics: if one agent is away, don’t count him in the responseivenss metrics in that period in the analytics
Migrated from Canny.
Canny Post ID: 682ee978192165dd310bd8a7
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/agent-analytics-if-one-agent-is-away-dont-count-him-in-the-responseivenss-metric
Category: Improvement
Original status: open
Original votes: 2
Original comments: 0
Original author: Khizar Arif
Created at: 2025-05-22T09:08:08.667Z
Original request details:
(No details provided)
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REQUEST_SUMMARY_V2 Problem - Customer is asking for 'agent analytics: if one agent is away, don’t count him in the responseivenss metrics in that period in the analytics' as a first-class capability in Spur. Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: Improvement
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