Insights

In current state, when an individual accesses base metrics (metrics w/out Analytics permissions) for Shared Resources, they see stats for themselves and other users who have collaborated on the same conversations but does not provide the full view...

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

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

Currently exports from the analytics tab only support csv, but many users will only open those in excel which does not support regular utf-8 csv files, without corrupting non-ascii characters. Adding an export option in addition to utf-8 csv such ...

Alongside Response, handle time etc. This gives a full view of agent performance in one place

I regularly need to fetch Teammate Activity Export data - it would be useful to enable access via the API

Display CSAT ratings and reviews on my website in a way similar to displaying Trustpilot or Google Business Reviews

Ability to filter by tag in the live dashboard