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CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
3 days ago in CSAT - Customisation - Survey 0 Backlog

SLA - Resolution time

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

Export Busiest Times heat map of volumes (as csv)

No description provided
12 months ago in Analytics - Widgets - Heatmap 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 ...
5 months ago in Metrics 1 Backlog

Conversation custom fields in Analytics

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

CSAT: Customize text in survey page

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

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 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...
2 months 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
3 months ago in Breakdowns and totals / Conversation Stages 0 Backlog