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Hiver updates: Custom reports, Workload distribution, and more!

3 min read
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Productivity
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Hey Hiver towners! We’re back with yet another set of product updates – a bunch of features that will help you cut the noise, as well as measure and increase your team’s productivity.

Here’s all that’s new:

  • Custom Reports in Analytics that lets you quickly access your filtered data 📊
  • Workload Distribution to help you optimize your team’s workload ⚖️
  • Lite Analytics with insights to step up your customer-service game 📈
  • Ability to pin important Notes on conversations 📝
  • Ability to add multiple Tags to a conversation in one go 🏷️
  • Mobile app enhancements to support you on your “work-ation” 🌴

Custom Reports in Analytics that lets you quickly access your filtered data

While viewing reports in Analytics, you apply filters to analyze data for the context that matters to you. And if you’re someone who views data regularly, you’d find it troublesome to apply the same filters every time you want to set the context for reports.

To address this, we built Custom Reports to help you get to your desired context faster. You can now create pre-filtered reports on top of your default metrics and give these reports unique names.

You can create a custom report after applying at least one filter on a default report, or you can even create one from scratch.

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Workload Distribution to help you optimize your team’s workload

With the new Workload Distribution feature in Hiver, you can easily and quickly optimize your team’s workload for maximum efficiency and faster responses to your customers.

For each View that you have created in Hiver, you can switch to Workload Distribution mode and see how conversations from a specific customer or an issue are distributed within your team in a single glance.

This would help you to:

  • Quickly analyze how the workload is distributed within your team and re-assign conversations if required.
  • Find unassigned conversations and assign them immediately for creating accountability for those conversations.
  • Analyze SLA-violated conversations for each assignee using workload distribution for the “Overdue” view and rally your team accordingly.

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Lite Analytics with insights to step up your customer-service game

Customers on the Lite plan now have access to an entry version of Analytics called Lite Analytics. With Lite Analytics, supervisors have access to limited metrics for a 7-day window to serve as a powerful starting point for honing their mailbox performance.

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Ability to pin important Notes on conversations

Hiver Notes help you collaborate seamlessly with the rest of your team without using CCs or forwards. This update allows you to pin your important notes to the activity panel. Now avoid meetings and calls to get on the same page and instead pin a Note to build shared context within your team. You could pin a conversation summary or any other important information relevant to your team.

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Add multiple Tags to a conversation in one go

If you felt it’s too much of a hassle to apply one Tag at a time to a conversation, we are glad to tell you that we’ve taken your feedback and made it easier to add or remove as many tags as you want in a single action.

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Mobile app enhancements to support you on your “work-ation”

We’re constantly working on making the app slicker and bringing new features for you.

Attach files while replying to emails

Need to attach a file for reference while replying to an email on-the-go? You can now do that using the latest version of the Hiver mobile app. Attach up to 25 MB of data in each reply.

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Easily refer to customer’s email while typing a Note

Ever felt the need to refer to a customer’s email while typing a Note?
With the new swipe experience, swiftly move between your notes screen and conversation screen. This lets you quickly refer to a customer’s email while typing an important note to your team.

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To follow all our releases, bookmark https://updates.hiverhq.com. Alternatively, find ‘Product Updates’ under Hiver settings inside your Gmail account.

Hiver HQ
Product manager @Hiver | Traveller at heart
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