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Conversion rates between stages, tags ..

Request : I would like to understand the conversion rate between conversation stages using tags. Use cases: understand the n umber of quotes received and the conversion rate of these quotes
10 months ago in Breakdowns and totals / Conversation Stages 0 Backlog

Ability to see holistic context for SLA activities

When checking an SLA activity (e.g. in the right hand sidebar) such as the SLA Breach tag being applied, it would be useful to see additional contextual information such as: Whether the breach occurred within/outside business hours Whether the con...
3 months ago in Insights 0 Backlog

Track 'seen' receipts

We often send out a test of a new email strategy / approach and it would be great to be able to measure 'opens' and 'clicks' like you can with a marketing campaign - to measure the success of various customer success or sales initiatives. I think ...
7 months ago in Insights 1 Will not do

Track click links

I would like the abiliity to see an open rate of links we send in our emails to customers. We will be using a small set of links in our signature to all customers. The links will be to promote certain products in our business. I would like to know...
almost 2 years ago in Metrics / Outbound analytics 0 Backlog

Hide CSAT links on WhatsApp conversations

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.
almost 2 years ago in CSAT - Customisation - Survey / CSAT - Customisation - survey - Link 0 Backlog

Filter Workload Report by teammate group

We should be able to filter Front's Workload report by teammate group. For Customer Support Managers managing different global teams (i.e. APAC, EMEA, US - EST, PST etc.), this will help them quickly access insights on their respective teams workl...
8 months ago in Insights 0 Already available

Automatically remove CSAT Survey rule tags after a user defined amount of time

Currently customers don't have a way to automate the removal of tags used in CSAT rules that send survey templates in app. This causes issues when customers have a large amount of conversations that use a channel type that does not typically creat...
12 months ago in CSAT / Workflows 0 Backlog

Include resolution time as an option for the Tags report

Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
5 months ago in Insights 0 Planned

CSAT: NPS

Support NPS as a grading scale.
over 3 years ago in CSAT - Customisation - survey - scale 0 Backlog

Automatic Refreshing of Analytics Page

We display our team Analytics on a large screen in our office. We would love this to auto refresh so that the information on display is always current
5 months ago in Insights 0 Backlog