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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

[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...
7 months ago in AI / AI tagging / CSAT 0 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
4 months ago in Analytics - filters - Teammate / Analytics API - exports 0 Backlog

Export Analytics metrics "Time spent in..."

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports
about 1 month ago in Insights 0 Backlog

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.
about 1 month ago in Insights 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
5 months ago in Metrics 0 Backlog

CSAT: Multiple survey questions

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

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
about 1 year ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Backlog

Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
about 1 month ago in Insights 0 Backlog

Tag-triggered transitions for conversation stages

No description provided
10 months ago in Conversation Stages 1 Will not do