ADD A NEW IDEA

Insights

Showing 66

Timeline of an employee's status

As a support leader, I want to be able to see the timeline of an employee's status. When were they first active? How often and for how long were they marked Busy or OOO? This will serve as an extra data point when trying to understand discrepancie...
1 day ago in Insights 0

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/
1 day ago in Insights 0

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
29 days ago in AI / AI tagging / CSAT 0 Backlog

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...
11 months ago in Insights / Knowledge Base 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.
over 3 years ago in Admin Experience / Calendar - other / OOO - Analytics 7 Backlog

Tag-triggered transitions for conversation stages

No description provided
4 months ago in Conversation Stages 0 Backlog

CSAT survey look and feel customization

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

Display upcoming SLA breaches in the Live Dashboard

No description provided
3 months ago in Insights 0 Backlog

SLA - Resolution time

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

CSAT link expiration

Set a duration after which the survey is not accessible
4 months ago in CSAT - Customisation - Survey 1 Backlog