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Assigned Time to First Reply Time Average Metric

We would like to get a metric that captures the average time from when the conversation was assigned to a team member to the time of their first reply. Assigned Time to First Reply Time average. Some of our customers respond late at night outside ...
over 1 year ago in New metrics 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
9 months ago in Analytics - Widgets - timeline / Insights 0 Backlog

Show full heatmap chart when popped out

For the heat map, would be nice to not have to scroll, (so one could take a screenshot for reporting), or if the table image was exportable.
9 months ago in Existing metrics 0 Backlog

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
10 months ago in AI / AI tagging / AI tracking / Insights 0 Backlog

Filter the "assigned by teammate" list by inbox in the live dashboard

Today, the live dashboard has an "assigned by teammate" widget that shows a teammate's full assignment count across all of Front, even when filtering by a set of inboxes. This can be a misleading number for teams where they separate out inboxes by...
10 months ago in Insights 0 Backlog

Adding Touched Conversations to Workload tab in Analytics.

Our team is a load balancing team so touched conversations is more useful to us as a lot of internal comment and drafts are used instead of replies.
10 months ago in Existing metrics 0 Backlog

Add "conversation created date" to the exports

As of today the conversation created field in the messages export is based on segments rather than conversation ID. It would be nice to be able to filter by conversation ID being created.
10 months ago in Exports and API 0 Backlog

Analytics : track private message template in message template report

Currently only the usage of public message template is used Allow to track the usage of private message template as well
over 2 years ago in Existing metrics 0 Backlog

Require Comment with CSAT Rating

We ideally would like to have an option to require that a comment be left alongside the rating that is given when the CSAT Survey is used.
over 1 year ago in CSAT 1 Backlog

Ability to customize thank you page once CSAT survey is completed

Rather than send an additional conversation to those contacts leaving a good review. Have the ability to customize the thank you page they see once they submit the response to promt them to leave a google review or even redirect them to the url to...
10 months ago in CSAT 0 Backlog