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CSAT link expiration

Set a duration after which the survey is not accessible
9 months ago in CSAT - Customisation - Survey 1 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...
5 months ago in AI / AI tagging / CSAT 0 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
almost 2 years ago in Analytics - Widgets - Heatmap 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
4 months ago in Metrics 0 Backlog

New metric: first reply handle time

In Analytics, measure handle time for first reply only
about 2 years ago in Analytics - Times 0 Backlog

SLA - Resolution time

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

Workload report: add 'Moved to inbox' metric

No description provided
about 1 month ago in Metrics 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.
4 months ago in Insights - Systems 0 Backlog

Tag-triggered transitions for conversation stages

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