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My ideas: Insights

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CSAT feedback built into chat widget

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)
over 1 year ago in CSAT - channels / Live Chat 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
almost 3 years ago in CSAT - Customisation - survey - scale 2 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

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.
about 1 year ago in Analytics Widgets / Insights 2 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
over 2 years ago in CSAT- Customisation - survey - answers 2 Backlog

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.
about 1 year ago in Core Product Experience / Insights 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
9 months ago in Analytics - Conversation origin and journey 0 Backlog

Real-time dashboard of activity in Front

Create a real-time dashboard to showcase what's happening *now* in front so you can have a "captain of a ship" view of what's going on. Imagine a screen where you could see staffing, wait & response time, volume of requests, numbers of open/un...
about 2 years ago in Real time Analytics 0 Planned

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
about 3 years ago in Insights - Other 0 Backlog

Report on individual tags

No description provided
almost 2 years ago in Analytics - Breakdown - Tags 0 Backlog