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Insights

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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
11 months ago in CSAT 1 Backlog

Live Dashboard - Filter on Accounts

Would be great to have a view of the current situation for a specific customer.
2 months ago in Live dashboard 1 Backlog

Tag-triggered transitions for conversation stages

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

CSAT: Ability to display CSAT ratings and comments on external website

Display CSAT ratings and reviews on my website in a way similar to displaying Trustpilot or Google Business Reviews
9 months ago in CSAT 1 Backlog

Live dashboard - tag filter

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

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).
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 Insights / 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

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