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Insights

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SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)
about 1 year ago in Insights / Workflows 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

CSAT survey look and feel customization

All requests for new customization options in the CSAT survey (fonts, font color, etc.)
8 months ago in CSAT - Customisation - Survey 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/
3 months ago in Insights 0 Already available

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

Tag-triggered transitions for conversation stages

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

Multiple CSAT surveys per workspace

No description provided
7 months ago in CSAT 0 Backlog

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

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

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
2 months ago in Metrics 0 Backlog