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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

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.
11 months ago in Insights 0 Backlog

Edit or delete CSAT reviews

No description provided
almost 4 years 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/
11 months ago in Insights 0 Already available

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

Option to stop automated responses from updating conversation timestamps

I am looking to request an option to prevent automated responses (such as templates that are sent by a rule after a period of no response) from updating the conversation timestamp so that we can accurately measure how long it has been since a conv...
about 2 years ago in Insights / P3 display 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

Report on individual tags

No description provided
over 3 years ago in Analytics - Breakdown - Tags / Insights 0 Backlog

Resolution metrics per teammate

Want the ability to add the 'number of resolved conversations' as a column in the teammate report. Want to have a quick view of how many conversations each teammate in the workspace completed.
over 1 year ago in Existing metrics 1 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 ...
over 1 year ago in Insights 1 Will not do