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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 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 7 Backlog

CSAT: additional survey scales

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

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...
9 months ago in Insights / Knowledge Base 0 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 3 years ago in CSAT- Customisation - survey - answers 3 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)
almost 2 years ago in CSAT - channels / Live Chat 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
about 1 year ago in Analytics - Widgets - Heatmap 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 3 years ago in Conversation Stages 0 Backlog

Add internal discussions to Analytics

No description provided
over 3 years ago in Metrics by type 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
8 months ago in Insights / Workflows 0 Backlog