ADD A NEW IDEA

Insights

Showing 196

Smart QA scores available in exports / API

No description provided
about 2 months ago in Insights 0 Backlog

[KB insights] Front Analytics Reporting for Knowledge Bases

Right now we have up to 10 different authors creating content. We would love the ability to report on details like number of articles created by author, status, creator/author and last updated across the KB. It's possible to view some of this info...
over 1 year ago in Insights / Knowledge Base 0 Backlog

Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
8 months ago in Insights / Live dashboard 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
over 1 year ago in Analytics Filters & Dates / Custom fields / Insights 0 Backlog

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
about 2 months ago in AI / Insights / Workflows 0 Backlog

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
over 1 year ago in CSAT 0 Backlog

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
5 months ago in Insights 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
about 2 years ago in Existing metrics / Exports and API 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
about 4 years ago in CSAT 3 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 2 years ago in Analytics - Times / Insights 0 Backlog