Request:
For key metrics to be available as placeholders for automated emails. The metrics would be configured to some extent by the admin.
Example:
- Admin sets a key metric like average first response time, and specifies filters (eg. Group) and refresh period (daily, weekly, monthly, etc.)
- That metric is available as a placeholder. Eg. {{firstresponse.metric}}
- The placeholder can be used in automated emails, allowing for messages like:
We received your message. Our team are replying within 3 hours.
Use-case:
Managing expectations is important. While it is useful to present the response time according to the SLA (which is possible with an existing placeholder), it is also helpful to give a realistic idea of the current performance.
The same approach can already be seen in Freshchat, where a message is presented in the widget saying ‘currently replying in 4 minutes’.
Bonus points:
Make those placeholders available in Knowledge Base articles, too ;)
It would be great to have an article which dynamically reports on key metrics like first response, average response and resolution times.
