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CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
over 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...
about 1 year ago in Insights / Knowledge Base 0 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
over 3 years ago in CSAT- Customisation - survey - answers 3 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
almost 2 years ago in Analytics - Times 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
over 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.
almost 4 years ago in Conversation Stages 0 Backlog

Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
2 months ago in Admin audit trail / Insights 0 Backlog

Add internal discussions to Analytics

No description provided
almost 4 years ago in Metrics by type 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
about 1 year ago in Insights / Workflows 0 Backlog

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
almost 2 years ago in Analytics Widgets / Insights 2 Backlog