My ideas: Insights

Showing 262 of 2068

25 VOTE

Export Busiest Times heat map of volumes (as csv)

No description provided

over 2 years ago in Existing metrics / Exports and API 0 Backlog

27 VOTE

New metric: first reply handle time

In Analytics, measure handle time for first reply only

over 2 years ago in Analytics - Times / Insights 0 Backlog

16 VOTE

Make sure that CSAT reviewers are identified

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents

over 1 year ago in CSAT 0 Backlog

40 VOTE

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.

about 4 years ago in CSAT 3 Backlog

5 VOTE

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.

7 months ago in Insights 0 Backlog

11 VOTE

CSAT link expiration

Set a duration after which the survey is not accessible

over 1 year ago in CSAT 1 Backlog

2 VOTE

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation

3 months ago in AI / Insights / Workflows 0 Backlog

1 VOTE

Analytics metrics for connectors

No description provided

about 1 month ago in Insights 0 Backlog

9 VOTE

Track Internal Actions in Analytics

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -

about 1 year ago in Insights 0 Backlog

1 VOTE

Show more metrics on Topics

Viewing more metrics like Csat or Smart QA grades on Topics

about 2 months ago in Existing metrics 0 Backlog

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