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Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
3 months ago in AI / Insights / Workflows 0 Backlog

Disable collaborative metrics for users w/o Analytics permissions

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...
7 months ago in Admin Experience / Insights 1 Backlog

Analytics metrics for connectors

No description provided
about 2 months ago in Insights 0 Backlog

Show more metrics on Topics

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

Group "time spent in" metrics by teammate

No description provided
about 2 months ago in Insights 0 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 and API 0 Backlog

Multiple CSAT surveys per workspace

Use case: "When a company has multiple brands or works in different regions and languages it would be great to have the ability to redirect the customers to different landing pages for CSAT surveys"
over 1 year ago in CSAT 0 Backlog

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 Insights / Metrics 1 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

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