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Insights

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Filter analytics by teammate Group

Use your teammate Groups as filters in analytics to monitor team performance.
over 1 year ago in Analytics - filters - New filters 0 Planned

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.
about 2 years ago in CSAT - journey 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
about 2 years ago in CSAT - journey 1 Backlog

Add internal discussions to Analytics

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

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
3 months ago in Insights / Workflows 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 ...
3 months ago in Metrics 1 Backlog

Report on individual tags

No description provided
almost 2 years ago in Analytics - Breakdown - Tags 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.
7 months ago in Analytics - Conversation origin and journey 0 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

Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.