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Measure CSAT survey efficiency

**Problem** Measure survey efficiency **example:** compare survey efficiency depending on the way the survey is presented for instance "How did we do today?" vs "How was your interaction with the Support team?"\)
over 2 years ago in CSAT 0 Backlog

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.
11 months ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
11 months ago in Insights 0 Backlog

View the exact point the specificed time frame was breached in Analytics

As a Team Admin, I want to be able to view the exact point that the conversation surpassed the 2hour response time. for me to find this information, I need to scroll through the whole conversation and find this time or breach. I would ideally be a...
almost 2 years ago in Investigation features 0 Backlog

View activity of teammates during busiest period on Team Performance heatmap

As a Team Manager, I want to be able to view the workload of my team at the busiest periods. When I tap on the heat map - Active teammates it shows me the number of active teammates. When I tap on this number, it should show me below the activity ...
almost 2 years ago in Investigation features 0 Backlog

Measure number of mentions

See how many times one teammate is asking another teammate for help
almost 2 years ago in New metrics 0 Backlog

Ability to apply a rule filter to a report

This would allow you to add a filter for only conversations where your rule triggered, e.g. allowing you to focus on the breach/achievement of your teams' rules only without other rules also being considered in the displayed results.
11 months ago in Investigation features 0 Backlog

Ability to create a View or View conversations from metric data in Analytics

As soon as there are more than 10 conversations contributing to a metric, it becomes very difficult to filter them further. Being able to save the metric results into a view would make them easier to view within the app or to group together so tha...
11 months ago in Investigation features 0 Backlog

Export - export table content as displayed on screen

allow to export the data as displayed on the screen i.e taking into account filters, displayed column and formatting This avoids doing the work twice one time on the screen then back into the export
almost 3 years ago in Exports and API 0 Backlog

CSAT: external CSAT integration

Integrate an external CSAT Could be done through an API allowing to fill in our CSAT surveys
about 3 years ago in CSAT 0 Backlog