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
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 ...
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
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 -