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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 Existing metrics 0 Backlog

CSAT: Multiple language support

No description provided
about 4 years ago in CSAT 1 Backlog

Add internal discussions to Analytics

No description provided
over 4 years ago in New 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

CSAT - Ability for customer to update score

It would be great to have the ability to update a CSAT score. A user might initially rate the service poorly - perhaps due to a slower response or not receiving the answer they expected. However, as the conversation continues and the issue gets re...
6 months ago in CSAT 0 Backlog

Allow Analytics export API to filter on teammate groups

No description provided
10 months ago in Exports, API and connectors 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

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.
almost 2 years ago in CSAT 0 Backlog

Metrics on rules and macros

Count how many times a rule applied, who triggered a macro etc
over 2 years ago in New metrics 0 Backlog

Outbound communication metrics

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