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Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
4 months ago in Breakdowns and totals / Conversation Stages 0 Backlog

Customize Analytics report layout

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

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 3 years ago in CSAT- Customisation - survey - answers 2 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

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

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
over 3 years ago in Insights - Other 0 Backlog

Report on individual tags

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

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.
5 months ago in CSAT metrics and reporting 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

Automatically remove CSAT Survey rule tags after a user defined amount of time

Currently customers don't have a way to automate the removal of tags used in CSAT rules that send survey templates in app. This causes issues when customers have a large amount of conversations that use a channel type that does not typically creat...
5 months ago in CSAT / Workflows 0 Backlog