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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...
about 1 year 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

CSAT: instant rating capability

No description provided
almost 3 years ago in CSAT - journey 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
9 months ago in Analytics - Widgets - timeline 0 Backlog

Improve the visibility of the names of Analytics views when multiple are pinned

No description provided
about 2 years ago in Insights 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. ...
9 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.
11 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.
11 months ago in Insights 0 Backlog

Consider business hours in tag duration

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...
over 4 years ago in Business Hours and time measure 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
about 1 year ago in Insights 0 Backlog