Insights

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Chatbot Analytics: Export detailed data

In the Chatbot Analytics report, it would be helpful to export detailed conversation data (customer<>bot messages) along with reports on whether a conversation was resolved / deflected / AI Answers used / etc.

9 days ago in Analytics Exporting Data / Analytics exports content - fields / Generic drill down (business objects) 0

1 VOTE

Workload report: add 'Moved to inbox' metric

No description provided

11 days ago in Metrics 0 Backlog

1 VOTE

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...

about 1 month ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

1 VOTE

Display more "oldest conversations" in the Live Dashboard

No description provided

about 2 months ago in Live dashboard 0 Backlog

3 VOTE

Create Analytics exports by API filtered on teammate groups

No description provided

about 2 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog

2 VOTE

Filter irrelevant tags out of Analytics' tag tables

The tag report shows either all tags on the filtered conversations, or only the tags used in the filter. Customer would like to define a list of tags that they filter out of the table

about 2 months ago in Analytics - Breakdown - Tags / Analytics - Widgets - Tables 0 Backlog

7 VOTE

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...

about 2 months ago in Live dashboard 0

2 VOTE

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately

3 months ago in CSAT 1 Backlog

2 VOTE

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship

3 months ago in CSAT metrics and reporting 0 Backlog

1 VOTE

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them

3 months ago in Analytics - Widgets - timeline 0 Backlog

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