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Customize Analytics report layout

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

Add internal discussions to Analytics

No description provided
about 3 years ago in Metrics by type 0 Backlog

CSAT: limit number of survey sent to a given customer in a period of time

Example: send a single survey per month for a given contact or account.
over 2 years ago in CSAT - journey 0 Backlog

Report on individual tags

No description provided
almost 2 years ago in Analytics - Breakdown - Tags 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 2 years ago in CSAT - journey 1 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 ...
6 months ago in Metrics 1 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.
about 1 year ago in Core Product Experience / Insights 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
4 months ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
24 days ago in CSAT - Customisation - Survey 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
10 months ago in Analytics - Conversation origin and journey 0 Backlog