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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 ...
over 1 year ago in Insights / Metrics 1 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
9 months ago in CSAT 1 Backlog

Live dashboard - tag filter

Ability to filter by tag in the live dashboard
8 months ago in Insights / Live dashboard 0 Backlog

Tag-triggered transitions for conversation stages

No description provided
about 1 year ago in Conversation Stages 1 Will not do

Multiple CSAT surveys per workspace

No description provided
about 1 year ago in CSAT 0 Backlog

Display upcoming SLA breaches in the Live Dashboard

No description provided
about 1 year ago in Insights 0 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
9 months ago in Insights / Metrics 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 3 years ago in CSAT 1 Backlog

Track Internal Actions in Analytics

Basically breaking down the touched conversations into the individual metrics: number of comments that a teammate has commented in the team performance report how many emails they have assigned to other teammates how many tags they have added, etc -
about 1 year ago in Insights 0 Backlog

Create Analytics exports by API filtered on teammate groups

No description provided
8 months ago in Analytics - filters - Teammate / Exports and API 0 Backlog