ADD A NEW IDEA

Insights

Showing 79

Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
3 days ago in Insights 0 Backlog

Disable collaborative metrics for users w/o Analytics permissions

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...
6 days ago in Admin Experience / Insights 0 Backlog

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
3 months ago in Live dashboard 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...
over 1 year ago in Insights / Knowledge Base 0 Backlog

Schedule emails for the Live Dashboard

Be able to keep track of open / waiting etc. conversations on a regular basis
22 days ago in Insights 0 Backlog

Update metric calculation for "new" and "closed workload"

Currently, the scope of the report is not taken into account when calculating the metrics, leading to multiple counts. Ex: conversation is moved from inbox A to B. It will increment the new workload by one (for B) and the closed workload by one (f...
22 days ago in Insights 0 Backlog

Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
22 days ago in Insights 0 Backlog

CSAT survey look and feel customization

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

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately
4 months ago in CSAT 1 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
2 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog