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CSAT survey: Easier rules configuration options

It’s easy to create a rule to automatically send the survey per conversation, but it requires a more complex custom setup for more advanced configuration. For example with custom fields and custom smart rules to send a survey per contact and no mo...
14 days ago in CSAT - Customisation - Survey 0 Backlog

Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
26 days ago in Breakdowns and totals / Conversation Stages 0 Backlog

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 months ago in Metrics 1 Backlog

SLA - Resolution time

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

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)

Export Busiest Times heat map of volumes (as csv)

No description provided
10 months ago in Analytics - Widgets - Heatmap 0 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

Apply logic rules to CSAT in signatures - to prevent it appearing for certain domains

We currently use CSAT survey in our collegues signatures. However i want to prevent this from appearing when we email certain domains (for instance internally. Having the ability to apply logic to say "Only show CSAT score link when X tag is visib...
19 days ago in CSAT - Customisation - Survey / Workflows 0 Backlog

CSAT: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.
over 2 years ago in CSAT - Customisation - general 6 Backlog

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 2 Backlog