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Breakdown automated vs manual actions

Gives the ability of tracking rule impact and optimize your workflows.
almost 4 years ago in New metrics 0 Backlog

View previous and new ticket status in Analytics export

If I do a "Full events" export for a Workload report, for the "conversation_stage_update" event type it would be really helpful to see the previous conversation stage and the new conversation stage. This type of granular data would allow the team ...
8 months ago in Insights 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
8 months ago in Insights / Metrics 0 Backlog

CSAT: do not reopen conversations when feedback is sent

Ideally, this should be preventing reopening altogether, not just re-closing convos.
over 3 years ago in CSAT 0 Backlog

Add assignment origin in the Conversations report

Please add this feature to the Conversations Report in Analytics in future updates. The conversation report needs to have an option to see whether the conversation was assigned by a rule or via a teammate.
over 1 year ago in Insights 0 Backlog

Filter Workload Report by teammate group

We should be able to filter Front's Workload report by teammate group. For Customer Support Managers managing different global teams (i.e. APAC, EMEA, US - EST, PST etc.), this will help them quickly access insights on their respective teams workl...
over 1 year ago in Insights 0 Already available

Happiness Score Generated by Conversation Automatically to Review How good our reps are.

Its useful to get a happiness score generated because it would allow us to see how well our reps are doing at a glance without having to read through everything. A low happiness score will auto flag and we can deep dive into the conversation.
over 1 year ago in AI / AI insights / CSAT 1 Already available

CSAT for phone calls

Integrated telephony voice surveys for CSAT.
9 months ago in Developer Platform / Insights 0 Backlog

Reply time when reply is a comment

= time to first reaction.
almost 3 years ago in Insights 1 Will not do

CSAT: instant rating capability

No description provided
about 3 years ago in CSAT 0 Backlog