Insights

Showing 82

1 VOTE

Workload report: add 'Moved to inbox' metric

No description provided

about 2 months ago in Metrics 0 Backlog

19 VOTE

CSAT: hide comment

Hide comments from teammates (while still recording results).

about 3 years ago in CSAT - journey 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

4 months ago in CSAT metrics and reporting 0 Backlog

2 VOTE

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

No description provided

4 months ago in Metrics 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.

about 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

4 VOTE

Track 'seen' receipts

We often send out a test of a new email strategy / approach and it would be great to be able to measure 'opens' and 'clicks' like you can with a marketing campaign - to measure the success of various customer success or sales initiatives. I think ...

10 months ago in Insights 1 Will not do

16 VOTE

CSAT: Multiple language support

No description provided

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

18 VOTE

Add internal discussions to Analytics

No description provided

about 4 years ago in Metrics by type 0 Backlog

1 VOTE

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 ...

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

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