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Remove "unresolved conversations" from Analytics

The metric is confusing and does not fulfil the user's expectations. It is particularly wrong in the time breakdowns (heat map, time chart)
3 months ago in Insights 0 Backlog

Workload report: add 'Moved to inbox' metric

No description provided
4 months ago in Metrics 0 Backlog

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...
5 months ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

Display more "oldest conversations" in the Live Dashboard

No description provided
5 months ago in Live dashboard 0 Backlog

Open all conversations of metrics details with a P2+P3 UI

I want to be able to access a list of conversions directly in the inbox, so that I can navigate faster between them and take action on them
6 months ago in Analytics - Widgets - timeline 0 Backlog

[measure] Track conversation tagged by AI in export

Situation: As an admin, I want to be able to check / track conversations that have been tagged by AI so that I can audit them. Today, it is only possible to see them as part of the search when clicking on "View" inside the rule selected tags tab. ...
6 months ago in AI / AI tagging / AI tracking / Insights 0 Backlog

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.
8 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.
8 months ago in Insights 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
10 months ago in Insights 0 Backlog

Apply logic rules to CSAT in signatures - to prevent it appearing for certain domains

We currently use CSAT survey in our collegues signatures. However i want to prevent this from appearing when we email certain domains (for instance internally. Having the ability to apply logic to say "Only show CSAT score link when X tag is visib...
about 1 year ago in CSAT - Customisation - Survey / Workflows 0 Backlog