Insights

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SLA - Resolution time

SLA rules and analytics based on resolution time (not response time)

4 days ago in Insights / Workflows 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...

9 days ago in Metrics 1 Backlog

2 VOTE

Conversation QA/review system

Does Front have a plan to integrate an automatic QA or review system such that reviews can be posted on Fronts platform only? Workflow idea: Front creates different access levels for Conversation reviewers Those reviewers are the only ones authori...

16 days ago in Admin Experience / Insights 1 Backlog

23 VOTE

New metric: first reply handle time

In Analytics, measure handle time for first reply only

10 months ago in Analytics - Times 0 Backlog

15 VOTE

Export Busiest Times heat map of volumes as csv

No description provided

7 months ago in Insights 0 Backlog

46 VOTE

CSAT: Customize text in survey page

Ability to customize text in Customer Satisfaction surveys.

over 2 years ago in CSAT - Customisation - general 4 Backlog

47 VOTE

Configure business hours and shifts as a calendar

Instead of "From 9 to 5 from Mon to Fri", be able to say "From 9 to 5 from Mon to Fri, except on Dec 25, Jan 1, etc". This allows to take plan for holidays, teammate PTOs, company events, etc.

almost 3 years ago in OOO - Analytics 1 Backlog

5 VOTE

Global Inbox Inactivity Period

The ability to set a global inactivity period for all inboxes. At present Close conversation segment if inactive for can only be set on a per inbox basis. Creates a massive manual lift if a company needs to mass update all their inboxes.

4 months ago in Analytics - Conversation origin and journey 0 Backlog

14 VOTE

CSAT feedback built into chat widget

Ability for chat visitors to directly submit CSAT rating in the chat widget (vs. using a CSAT link)

over 1 year ago in CSAT - channels / Live Chat 0 Backlog

22 VOTE

CSAT: additional survey scales

Support different scales for Customer Satisfaction (1-10, 3-point smiley faces, etc).

over 2 years ago in CSAT - Customisation - survey - scale 0 Backlog

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