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Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
19 days ago in Insights 0 Backlog

SLA - Resolution time

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

Export Busiest Times heat map of volumes (as csv)

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

CSAT feedback built into chat widget

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)
about 2 years ago in CSAT - channels / Live Chat 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
over 1 year ago in Analytics - Times 0 Backlog

CSAT: Additional Survey Link/ Identify Submitter

We would like to have the ability to create an additional survey link for our internal contacts to be able to submit responses.In addition, we would like a way for Admins to be able to see who the response came from.
about 2 months ago in Insights 0

Allow company name to be updated in CSAT survey URL

No description provided
about 2 months ago in CSAT - Customisation - survey - Link 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
about 3 years ago in CSAT - Customisation - survey - scale 3 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 ...
10 months ago in Metrics 1 Backlog

API-triggered transitions for conversation stages

No description provided
3 months ago in Conversation Stages 0 Backlog