Insights

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CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...

3 days ago in Metrics 1 Backlog

23 VOTE

New metric: first reply handle time

In Analytics, measure handle time for first reply only

10 months ago in Analytics - Times 0 Backlog

15 VOTE

Export Busiest Times heat map of volumes as csv

No description provided

7 months ago in Insights 0 Backlog

46 VOTE

CSAT: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.

over 2 years ago in CSAT - Customisation - general 4 Backlog

46 VOTE

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.

almost 3 years ago in OOO - Analytics 1 Backlog

5 VOTE

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.

4 months ago in Analytics - Conversation origin and journey 0 Backlog

12 VOTE

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

4 VOTE

Option to stop automated responses from updating conversation timestamps

I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...

6 months ago in Insights / P3 display 0 Backlog

21 VOTE

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).

over 2 years ago in CSAT - Customisation - survey - scale 0 Backlog

9 VOTE

Filter analytics by teammate Group

Use your teammate Groups as filters in analytics to monitor team performance.

about 1 year ago in Analytics - filters - New filters 0 Planned

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