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CSAT: Multiple survey questions

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

Conversation custom fields in Analytics

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

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

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.
3 months ago in Analytics API - exports / Analytics exports content - fields / Core API 0 Backlog

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

CSAT survey: Easier rules configuration options

It’s easy to create a rule to automatically send the survey per conversation, but it requires a more complex custom setup for more advanced configuration. For example with custom fields and custom smart rules to send a survey per contact and no mo...
7 months ago in CSAT - Customisation - Survey 0 Backlog

Comment-triggered transitions for conversation stages

No description provided
4 months ago in Conversation Stages 0 Backlog

Custom analytics dashboards

Visualize data in more ways than what we present in analytics today, E.g., be able to look at the same data set, but presented in a pie chart, bar graph, etc...
4 months ago in Analytics Widgets 0 Backlog

Include resolution time as an option for the Tags report

Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
2 months ago in Insights 0 Planned

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
over 3 years ago in Conversation Stages 0 Backlog