Insights

Showing 251

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

17 VOTE

CSAT: Multiple language support

No description provided

almost 4 years ago in CSAT 1 Backlog

10 VOTE

Sentiment detection to provide a sentiment score for conversations

Detect sentiment across channels using NLP like Amazon Comprehend and provide sentiment score in sidebar.

over 2 years ago in Core Product Experience / Insights 0 Backlog

3 VOTE

Outbound communication metrics

Open and Reply rates etc.

9 months ago in Insights 1 Will not do

18 VOTE

Add internal discussions to Analytics

No description provided

over 4 years ago in Insights / Metrics by type 0 Backlog

3 VOTE

Display exact age of metrics

As a support agent or a support manager, I need to know how fresh is the data I'm looking at, so that I can trust its value.

9 months ago in Insights 0 Backlog

6 VOTE

CSAT analytics table by tag (issue type)

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.

over 1 year ago in CSAT 0 Backlog

3 VOTE

Analytics - Hourly breakdown of assigned chats

As a support leader, I would like to see an hourly breakdown of all chats that have been assigned to my team/

10 months ago in Insights 0 Already available

13 VOTE

CSAT: limit number of survey sent to a given customer in a period of time

Example: send a single survey per month for a given contact or account.

over 3 years ago in CSAT 0 Backlog

13 VOTE

Edit or delete CSAT reviews

No description provided

almost 4 years ago in CSAT 0 Backlog

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