Insights

Showing 74

4 VOTE

Display upcoming SLA breaches in the Live Dashboard

No description provided

4 months ago in Insights 0 Backlog

9 VOTE

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)

10 months ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

10 VOTE

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 ...

12 months ago in Metrics 1 Backlog

30 VOTE

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.

over 3 years ago in CSAT- Customisation - survey - answers 3 Backlog

14 VOTE

Customize Analytics report layout

Ability to resize, move, duplicate, or rearrange objects (graphs, tables, etc) in Analytics report.

over 1 year ago in Analytics Widgets / Insights 2 Backlog

3 VOTE

API-triggered transitions for conversation stages

No description provided

6 months ago in Conversation Stages 0 Backlog

6 VOTE

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.

11 months ago in CSAT metrics and reporting 0 Backlog

11 VOTE

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.

over 1 year ago in Core Product Experience / Insights 0 Backlog

2 VOTE

CSAT: Identify Submitter

We would like a way for Admins to be able to see who the response came from.

4 months ago in CSAT 0 Backlog

2 VOTE

Allow company name to be updated in CSAT survey URL

No description provided

4 months ago in CSAT - Customisation - survey - Link 0 Backlog

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