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CSAT link expiration

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

Disable collaborative metrics for users w/o Analytics permissions

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...
3 months ago in Admin Experience / Insights 0 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...
8 months ago in AI / AI tagging / CSAT 0 Backlog

CSAT: Multiple survey questions

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

In-app analytics metrics for a specific conversation

Access the metrics related to a conversation directly in app (replies, resolution etc)
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
6 months ago in Metrics 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
over 1 year ago in Metrics 1 Backlog

Tag-triggered transitions for conversation stages

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