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Showing 25 of 543

Improve the visibility of the names of Analytics views when multiple are pinned

No description provided
21 days ago in Insights 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
4 months ago in Analytics - Times 0 Backlog

Export Busiest Times heat map of volumes as csv

No description provided
19 days ago in Insights 0 Backlog

Add a "Select all" option in tag filters for Analytics

When you want to report on all tags except a few, you can Select all > deselect the few you don't want.
2 months ago in Insights 1 Backlog

CSAT: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.
almost 2 years ago in CSAT - Customisation - general 1 Backlog

Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.

Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.
over 2 years ago in OOO - Analytics 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
almost 2 years ago in CSAT - Customisation - survey - scale 0 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
3 months ago in Core Product Experience / Insights 0 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 2 years ago in CSAT- Customisation - survey - answers 0 Backlog