ADD A NEW IDEA

Insights

Showing 75

Exclude own domain / account from reports

In certain reports - especially the CSAT report - the "internal" account is counted in the same metrics as customers in the Accounts Table. It would be great to exclude them.
4 months ago in Insights 0 Backlog

Default workspace for Analytics

Allow to set a default workspace on which Analytics loads. Avoids loading a workspace with lots of data, during which it's not possible to switch to desired workspace.
4 months ago in Insights 0 Backlog

Block access to performance data of agents

Hide an agent's performance data in Analytics UI and exports, do not allow to filter on this agent, etc. This is required by German law.
4 months ago in Insights 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

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...
4 months ago in Insights 0 Backlog

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...
about 1 year ago in CSAT / Workflows 0 Backlog

CSAT: NPS

Support NPS as a grading scale.
over 3 years ago in CSAT - Customisation - survey - scale 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...
11 months ago in AI / Insights 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

Add a "Select all" option in tag filters for Analytics

When you want to report on all tags except a few, you can Select all > deselect the few you don't want.
almost 2 years ago in Insights 1 Backlog