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CSAT survey look and feel customization

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

Filter Workload Report by teammate group

We should be able to filter Front's Workload report by teammate group. For Customer Support Managers managing different global teams (i.e. APAC, EMEA, US - EST, PST etc.), this will help them quickly access insights on their respective teams workl...
7 days ago in Insights 0

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

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

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
4 months ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

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...
3 months ago in CSAT - Customisation - Survey 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