Insights

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Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...

28 days ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

26 VOTE

New metric: first reply handle time

In Analytics, measure handle time for first reply only

almost 2 years ago in Analytics - Times 0 Backlog

9 VOTE

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)

9 months ago in CSAT - Customisation - Survey 0 Backlog

43 VOTE

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).

over 3 years ago in CSAT - Customisation - survey - scale 3 Backlog

7 VOTE

Tag-triggered transitions for conversation stages

No description provided

7 months ago in Conversation Stages 1 Will not do

7 VOTE

Multiple CSAT surveys per workspace

No description provided

7 months ago in CSAT 0 Backlog

3 VOTE

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/

3 months ago in Insights 0 Already available

1 VOTE

Display more "oldest conversations" in the Live Dashboard

No description provided

about 1 month ago in Live dashboard 0 Backlog

2 VOTE

React instantly to CSAT ratings

As a support manager, I need a way to be notified in real time when I receive a CSAT with certain characteristics (score, account...) so that I can react immediately

2 months ago in CSAT 1 Backlog

2 VOTE

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship

2 months ago in CSAT metrics and reporting 0 Backlog

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