ADD A NEW IDEA

Insights

Showing 80

Satisfaction metric: bad to good ratings

As a support leader, I want to flag when my team was able to improve the relationship
9 months ago in CSAT metrics and reporting 0 Backlog

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

No description provided
9 months ago in Metrics 0 Backlog

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.
almost 2 years ago in Analytics - Conversation origin and journey 0 Backlog

Customize the aggregation of a metric in Analytics

Aggregate metrics by median/percentiles, not only averages
about 3 years ago in Analytics - Times - max min median 0 Backlog

Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.
over 2 years ago in CSAT - Customisation - Survey / CSAT - Customisation - survey - Link 0 Backlog

Export Analytics metrics "Time spent in..."

The "Time spent in" metrics are available in the Analytics UI but not in the API or exports
5 months ago in Insights 0 Backlog

Surface audit trail elements in the SmartQA scorecards

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates
5 months ago in Insights 0 Backlog

Default workspace for Analytics

Allow to set a default workspace on which Analytics loads. Avoids loading a workspace with lots of data, during which it's not possible to switch to desired workspace.
11 months ago in Insights 0 Backlog

Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
11 months ago in Insights 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
about 4 years ago in CSAT - Customisation - survey - scale 0 Backlog