ADD A NEW IDEA

Insights

Showing 49

Custom analytics dashboards

Visualize data in more ways than what we present in analytics today, E.g., be able to look at the same data set, but presented in a pie chart, bar graph, etc...
about 2 months ago in Analytics Widgets 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 ...
7 months ago in Metrics 1 Backlog

CSAT feedback built into chat widget

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)
almost 2 years 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).
about 3 years ago in CSAT - Customisation - survey - scale 3 Backlog

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...
5 months ago in CSAT - Customisation - Survey 0 Backlog

Customize Analytics report layout

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

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 3 years ago in CSAT- Customisation - survey - answers 3 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.
over 1 year ago in Core Product Experience / Insights 0 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
5 months ago in Breakdowns and totals / Conversation Stages 0 Backlog

Conversation stages for Analytics

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