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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 ...
16 days ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

Conversation custom fields in Analytics

Ability to filter in analytics by conversation custom field (similarly to tags)
12 months ago in Analytics - filters - New filters / Analytics areas / Analytics Filters & Dates / Analytics Functionality / Custom fields 0 Planned

Conversation stages for Analytics

Track Conversation stages and time spend in stages such as "New", "Waiting on customer", "Resolved", "In progress", etc.
almost 4 years ago in Conversation Stages 0 Planned

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