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Insights

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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.
about 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 4 Backlog

CSAT: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.
almost 3 years ago in CSAT - Customisation - general 8 Backlog

CSAT: additional survey scales

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

New metric: first reply handle time

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

Export Busiest Times heat map of volumes (as csv)

No description provided
12 months ago in Analytics - Widgets - Heatmap 0 Backlog

CSAT: Multiple survey questions

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

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
about 3 years ago in Insights - Other 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)
over 1 year ago in CSAT - channels / Live Chat 0 Backlog

Real-time dashboard of activity in Front

Create a real-time dashboard to showcase what's happening *now* in front so you can have a "captain of a ship" view of what's going on. Imagine a screen where you could see staffing, wait & response time, volume of requests, numbers of open/un...
about 2 years ago in Real time Analytics 0 Backlog

SLA - Resolution time

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