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Live Dashboard - Teammate Filter

As a manager, I want to be able to filter the Live Dashboard by Teammate to see how many conversations are Open and Waiting. Right now, I can only see #Open in the Assigned teammates table, but I'm unable to determine whether or not that includes ...
8 months ago in Live dashboard 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
9 months ago in CSAT 1 Backlog

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
9 months ago in CSAT metrics and reporting 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
9 months ago in Analytics - Widgets - timeline 0 Backlog

Workload report: add 'New workload' and 'Closed workload' metrics

No description provided
9 months ago in Metrics 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
9 months 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.
9 months ago in Insights - Systems 0 Backlog

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
9 months ago in AI / AI tagging / AI tracking / Insights 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/
10 months ago in Insights 0 Already available

[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...
10 months ago in AI / AI tagging / CSAT 0 Backlog