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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: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.
over 2 years ago in CSAT - Customisation - general 3 Backlog

New metric: first reply handle time

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

CSAT: additional survey scales

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

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
over 2 years ago in Insights - Other 0 Backlog

CSAT: Multiple survey questions

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

CSAT feedback built into chat widget

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)
about 1 year ago in CSAT - channels / Live Chat 0 Backlog

CSAT: limit number of survey sent to a given customer in a period of time

Example: send a single survey per month for a given contact or account.
over 1 year ago in CSAT - journey 0 Backlog

Add internal discussions to Analytics

No description provided
over 2 years ago in Metrics by type 0 Backlog

Filter analytics by teammate Group

Use your teammate Groups as filters in analytics to monitor team performance.
12 months ago in Analytics - filters - New filters 0 Planned