ADD A NEW IDEA

Insights

Showing 261

Live Dashboard - Filter on Accounts

Would be great to have a view of the current situation for a specific customer.
28 days ago in Live dashboard 1 Backlog

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
2 months ago in AI / Insights / Workflows 0 Backlog

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).
about 4 years ago in CSAT 3 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
about 2 years ago in Existing metrics / Exports and API 0 Backlog

Workforce management analytics

No description provided
over 4 years ago in Insights / Workforce management 0 Backlog

New metric: first reply handle time

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

Make sure that CSAT reviewers are identified

It should be possible to know who left a CSAT comment: To correctly attribute to a contact To avoid self ratings from agents
over 1 year ago in CSAT 0 Backlog

Choose and display timezone of reports in Analytics

Metrics are affected by the user's timezone. Users in different timezones will see different values, but have no clear way to notice why.
6 months ago in Insights 0 Backlog

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.
almost 4 years ago in CSAT 3 Backlog

CSAT link expiration

Set a duration after which the survey is not accessible
about 1 year ago in CSAT 1 Backlog