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Export Busiest Times heat map of volumes (as csv)

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

API-triggered transitions for conversation stages

No description provided
2 months ago in Conversation Stages 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)
almost 2 years ago in CSAT - channels / Live Chat 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 ...
8 months ago in Metrics 1 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

Add "source inbox" to the event payloads for Move events

As a developer I sometimes need to see the source inbox of a move (i.e. see which inbox a conversation was moved from in addition to the inbox it was moved to.
2 months ago in Analytics API - exports / Analytics exports content - fields / Core API 0

Comment-triggered transitions for conversation stages

No description provided
2 months ago in Conversation Stages 0 Backlog

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
7 months ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

CSAT: Multiple survey questions

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