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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
10 months ago in CSAT 1 Backlog

Live dashboard - tag filter

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

Tag-triggered transitions for conversation stages

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

Display upcoming SLA breaches in the Live Dashboard

No description provided
about 1 year ago in Insights 0 Backlog

CSAT: hide comment

Hide comments from teammates (while still recording results).
over 3 years ago in CSAT 1 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...
5 months ago in CSAT 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
10 months ago in Insights / Metrics 0 Backlog

Allow Analytics export API to filter on teammate groups

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

Message level statusing for SLA rules

Would allow you to better define which messages are considered for SLA's and also give more control over when the SLA timer would start.
over 2 years ago in Insights / SLA / Workflows 4 Backlog