Insights

Showing 79

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

No description provided

4 months ago in Metrics 0 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 ...

2 months ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

18 VOTE

CSAT: hide comment

Hide comments from teammates (while still recording results).

about 3 years ago in CSAT - journey 1 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

6 VOTE

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.

about 1 year ago in CSAT metrics and reporting 0 Backlog

1 VOTE

Display more "oldest conversations" in the Live Dashboard

No description provided

2 months ago in Live dashboard 0 Backlog

18 VOTE

Add internal discussions to Analytics

No description provided

almost 4 years ago in Metrics by type 0 Backlog

15 VOTE

CSAT: Multiple language support

No description provided

over 3 years ago in CSAT - Customisation - general 0 Backlog

3 VOTE

API-triggered transitions for conversation stages

No description provided

9 months ago in Conversation Stages 1 Will not do

4 VOTE

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...

about 1 year ago in CSAT - Customisation - Survey 0 Backlog

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