Insights

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CSAT link expiration

Set a duration after which the survey is not accessible

8 months ago in CSAT - Customisation - Survey 1 Backlog

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...

about 1 month ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

30 VOTE

CSAT: Multiple survey questions

Allow multiple questions in Customer Satisfaction surveys.

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

2 VOTE

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

3 months ago in CSAT 1 Backlog

2 VOTE

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship

3 months ago in CSAT metrics and reporting 0 Backlog

2 VOTE

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

No description provided

3 months ago in Metrics 0 Backlog

16 VOTE

Customize Analytics report layout

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

almost 2 years ago in Analytics Widgets / Insights 2 Backlog

1 VOTE

Display more "oldest conversations" in the Live Dashboard

No description provided

about 2 months ago in Live dashboard 0 Backlog

4 VOTE

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...

8 months ago in Analytics Widgets 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.

almost 2 years ago in Core Product Experience / Insights 0 Backlog

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