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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 ...
almost 2 years ago in New metrics 1 Backlog

Access "Teammate activity export" via API

I regularly need to fetch Teammate Activity Export data - it would be useful to enable access via the API
6 months ago in Core API / Exports, API and connectors 0 Backlog

Analytics metrics for connectors

No description provided
2 months ago in New metrics 0 Backlog

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
about 1 year ago in AI / AI tagging / CSAT 0 Backlog

Show more metrics on Topics

Viewing more metrics like Csat or Smart QA grades on Topics
2 months ago in Existing metrics 0 Backlog

Group "time spent in" metrics by teammate

No description provided
2 months ago in New metrics 0 Backlog

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
11 months ago in CSAT 1 Backlog

CSAT: Ability to display CSAT ratings and comments on external website

Display CSAT ratings and reviews on my website in a way similar to displaying Trustpilot or Google Business Reviews
9 months ago in CSAT 1 Backlog

Live dashboard - tag filter

Ability to filter by tag in the live dashboard
9 months ago in Live dashboard 0 Backlog

Live Dashboard - Filter on Accounts

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