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Display upcoming SLA breaches in the Live Dashboard

No description provided
4 months ago in Insights 0 Backlog

Conversation custom fields in Analytics

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

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

[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. ...
about 1 month ago in AI / AI tagging / AI tracking / Insights 0 Backlog

CSAT: Multiple survey questions

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

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

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.
12 months ago in CSAT metrics and reporting 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.
almost 2 years ago in Core Product Experience / Insights 0 Backlog

API-triggered transitions for conversation stages

No description provided
6 months ago in Conversation Stages 0 Backlog

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