ADD A NEW IDEA

Insights

Showing 66

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...
5 days ago in Insights 0

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
5 days ago in Insights 0

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
about 1 month ago in AI / AI tagging / CSAT 0 Backlog

Default workspace for Analytics

Allow to set a default workspace on which Analytics loads. Avoids loading a workspace with lots of data, during which it's not possible to switch to desired workspace.
about 1 month ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
about 1 month ago in Insights 0 Backlog

Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
about 2 months ago in Insights 0 Backlog

CSAT: Additional Survey Link/ Identify Submitter

We would like to have the ability to create an additional survey link for our internal contacts to be able to submit responses.In addition, we would like a way for Admins to be able to see who the response came from.
3 months ago in CSAT 0

Include resolution time as an option for the Tags report

Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
3 months ago in Insights 0 Planned

Allow company name to be updated in CSAT survey URL

No description provided
3 months ago in CSAT - Customisation - survey - Link 0 Backlog

Display upcoming SLA breaches in the Live Dashboard

No description provided
3 months ago in Insights 0 Backlog