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Custom analytics dashboards

Visualize data in more ways than what we present in analytics today, E.g., be able to look at the same data set, but presented in a pie chart, bar graph, etc...
9 months ago in Analytics Widgets 0 Backlog

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

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

No description provided
4 months ago in Metrics 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
about 3 years ago in CSAT - journey 1 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

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

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

Display more "oldest conversations" in the Live Dashboard

No description provided
2 months ago in Live dashboard 0 Backlog

Add internal discussions to Analytics

No description provided
almost 4 years ago in Metrics by type 0 Backlog

CSAT: Multiple language support

No description provided
over 3 years ago in CSAT - Customisation - general 0 Backlog