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[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
3 months ago in AI / AI tagging / CSAT 0 Backlog

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/
about 2 months ago in Insights 0 Already available

Export Busiest Times heat map of volumes (as csv)

No description provided
over 1 year ago in Analytics - Widgets - Heatmap 0 Backlog

SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
12 months ago in Insights / Workflows 0 Backlog

CSAT survey look and feel customization

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

New metric: first reply handle time

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

Tag-triggered transitions for conversation stages

No description provided
6 months ago in Conversation Stages 0 Backlog

Multiple CSAT surveys per workspace

No description provided
6 months ago in CSAT 0 Backlog

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

CSAT link expiration

Set a duration after which the survey is not accessible
6 months ago in CSAT - Customisation - Survey 1 Backlog