Feature Requests

As an admin user of the Hoory platform, I want to access the "Agent Activity" subsection within the report section, enabling me to visualize agent statuses per hour using a color-coded graph. I also require the flexibility to apply a custom date range filter to analyze agent activity within specific timeframes. Acceptance Criteria: Scenario 1: Accessing Agent Activity Subsection When I log in to the Hoory platform and navigate to the Agent report section, I should see a clearly labeled "Agent Activity" subsection. Scenario 2: Visualizing Agent Statuses Within the "Agent Activity" subsection, there should be a graph that visually represents agent statuses per hour. The graph should use three distinct colors: Gray: Indicates "Offline" status. Yellow: Indicates "Busy" status. Green: Indicates "Online" status. Scenario 3: Applying Date Filter I should have the option to select a custom date range using a date filter. The date filter should allow me to specify a start date and an end date to define the desired timeframe for the agent activity data. Upon applying the date filter, the graph in the "Agent Activity" subsection should update to display data only within the selected date range. Scenario 4: Default View When initially accessing the "Agent Activity" subsection, it should display last 10 agent activity data for a default date range (e.g., the most recent 7 days). The graph should be auto-generated based on this default date range. If there are more agents I should see a pagination to see all agent activity.

As a customer support team lead I want to be able to estimate agent's performance with a SLA feature. For instance, I create an SLA 60-second first response time trigger that shows me how often an agent answers within 60 sec (or another period). This is more accurate compared with the first response calculation time itself. Because if I didn't answer 1 chat within 60 seconds I didn't hit SLA (my SLA percentage will be decreased correspondingly), but if I use the "first response time" metric and I reply to this chat within 30 minutes and other chats were answered within 60 seconds the average first response time will be 15+ minutes and I need a lot of chats to decrease this metric to 60 seconds.

Agents performance check, log in time, log out time.

Even with all the account and workspace configuration in Portuguese (PT-BR), the A.I. summary is still in English, could you please translate it, unfortunately many employees here are not proficient in English and will be impacted on a daily basis.

Examples : "If", "after X amount of time" , "user" , "no interaction" , "does nothing" , "send template email" "play sound ) if the user does not reply the chat within 5min , send message "it seems that you are no longer here, etc etc " , close ticket , send email for user to continue interaction if needed If user does not reply within 3 min, send message " Are you still there? " If no interaction happens within X mins, play sound for the Agent to remember the time, send message to user " Thank you for waiting. We are still looking for your information. "

Create a button to allow to disable an Inbox temporarily. For example, at this moment we need to perform changes in Horry, and we do not want to receive any emails in it. A button to DISABLE that inbox would be very helpful. It can be useful for multiple situations...temporary inboxes, promotion inboxes, etc We do not want to DELETE it, because we will need it again in the future...

Currently, I can connect a Telegram bot to Hoory using BotFather token. But I can not enable pre-chat form for my connected Telegram bot. As an agent I want to request player information in Telegram: email player ID my question Other info if needed Acceptance criteria Pre-chat form is shown in Telegram bot in a form of: 1) Native questions-answers in chat (Like "Please provide email below", "Please provide player ID below" etc.) 2) Telegram miniapps https://core.telegram.org/bots/webapps 3) or a weblink that opens a pre-chat form in browser. (like it's done for CSAT)

Generate a cloud of untrained topics in the workspace, highlighting customer questions that are left unanswered. This feature would help workspace owners identify gaps in training data and prioritize topics for training, improving overall customer support.

While the conversation status is pending the reply input should be disabled for agents. However, the agent can take over the conversation anytime via getting the bar mentioning the action “ Assign to me “. However, “note” should be available.

Description As a product user, QM team recognizes the importance of enhancing the user experience through the integration of specific functionality into the product or existing features and functionality improvement. The opportunity to have a multiple choice option in the Select Inbox section (Inbox Overview) to provide exact numbers while making a report. The mentioned problem image is attached