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Add average reply time and first reply time to Time goals analytics report

Hello, Time goals analytics report is only displaying the score against reply time and first reply time goal. I would like to have displayed for each the average reply time and first reply time included in the time goals analytics report for each ...
3 months ago in Existing metrics 3 Backlog

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

Add internal discussions to Analytics

No description provided
over 4 years ago in Insights / Metrics by type 0 Backlog

Outbound communication metrics

Open and Reply rates etc.
9 months ago in Insights 1 Will not do

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

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

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

[measure] See how many "AI Compose" requests someone has made per day

Under AI Compose and it says that each teammate is limited to 200 requests per day. It would be good to have a way for the teammate to see how many requests they’ve made in a day. That way they can be responsible for keeping an eye on that to make...
3 months ago in AI / AI tracking / Insights 0 Backlog

Edit or delete CSAT reviews

No description provided
almost 4 years ago in CSAT 0 Backlog

AI Reporting Insights: Copilot for Front Conversations

Front could build a copilot or in-app reporting powered by AI that ingests and analyzes Front conversations/Support tickets/sales transcripts to produce useful and actionable Support/Product insights. The AI can report the most common feature requ...
over 1 year ago in AI / Insights 0 Backlog