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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

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.
3 months ago in Insights - Systems 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

Tag-triggered transitions for conversation stages

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

Multiple CSAT surveys per workspace

No description provided
8 months ago in 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/
4 months ago in Insights 0 Already available

Display upcoming SLA breaches in the Live Dashboard

No description provided
6 months ago in Insights 0 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 Planned

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 ...
about 1 year ago in Metrics 1 Backlog