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Display upcoming SLA breaches in the Live Dashboard

No description provided
about 1 year ago in Live dashboard 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
almost 4 years ago in CSAT 1 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
11 months ago in Existing metrics 0 Backlog

Smart QA in Team Performance table

Alongside Response, handle time etc. This gives a full view of agent performance in one place
3 months ago in Existing metrics 0 Backlog

CSAT: Multiple language support

No description provided
about 4 years ago in CSAT 1 Backlog

Live dashboard - Ability to see number of sent messages

As a leader, I need to be able to see the number of sent messages per agent. I can see the assigned conversations but because do work outside of email and in other systems and manual work, I need to be able to see where someone may need help (assi...
3 months ago in Live dashboard 0 Backlog

CSAT - Ability for customer to update score

It would be great to have the ability to update a CSAT score. A user might initially rate the service poorly - perhaps due to a slower response or not receiving the answer they expected. However, as the conversation continues and the issue gets re...
6 months ago in CSAT 0 Backlog

Add internal discussions to Analytics

No description provided
over 4 years ago in New metrics 0 Backlog

Track time spent actually working on a ticket (= better handle time)

Ability to spent time on each ticket in analytics (not just handle time), but from the moment clicks on a ticket/is assigned a tickets and works on it to closure.
over 1 year ago in New metrics 0 Backlog

Allow Analytics export API to filter on teammate groups

No description provided
10 months ago in Exports, API and connectors 0 Backlog