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Activation
1
Admin Experience
117
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8
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4
e-discovery
0
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10
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25
Admin audit trail
2
Bulk updates
5
Default channel management
3
Manage conversation content
0
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2
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3
Signature management
4
Permissions
15
Conversation/inbox permissions
3
Increase granularity of admin permissions
6
Settings (User Mgmt & Compliance)
7
Login and SSO settings
6
Make settings more granular
0
Restrictions
1
Teammate Groups
8
Teammate management
12
Admins can control more teammate settings
4
Admins can lock teammate-level settings
3
Teammate invitation
1
Workspaces
7
AI
14
Backoffice
2
Billing
1
Client Platform
94
App performance
1
Feature team enablement
0
Keyboard shortcuts
25
Native features
50
All platforms
3
Desktop
13
Mobile
28
Contacts
79
Accessing / Organizing Data
20
Accounts Manager
8
Contacts Manager
6
Export
3
User Prompts
0
Contact data model
3
Contacts P4 Plugins
2
Onboarding data
0
Other (Contacts)
5
Core Product Experience
618
Collaborate - work together seamlessly
51
Access - what's accessible or visible to whom in P3
3
Comments / @ mentions
15
Delegated inboxes
5
Merge / privacy leaks / threading
8
Shared drafts
5
Compose - write efficiently with quality
150
Attachments
17
Composer
49
Internal discussions
12
Message headers / metadata
4
Message templates
28
Signatures
15
Navigate - find your work
32
Linked conversations
3
Notifications
11
P0 navigation - app switcher
0
P1 navigation - left pane
13
Other (CPX)
27
Printing
7
Vacation responders
9
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108
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5
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5
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8
Calendar - other
10
Calendar View
30
Create New Event
7
Event notifications
5
Managing/Updating Events
11
RSVPs
0
Scheduling Links
18
Settings
2
Triage - get to inbox 0
84
Assigning
5
Mute / subscribe
2
P2 display - conversation list
8
P3 display
18
Snooze
15
Tags
11
Developer Platform
335
Channel API
4
Core API
37
Resources
3
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1
Dynamic objects
13
Links
2
Partner Integrations
203
Existing integrations
89
New integration requests
110
Plugins
10
SDK
4
Insights
54
Analytics areas
0
Front line user - analytics
0
Generic drill down (business objects)
0
Goals analytics
0
Team performance analytics
0
Workflows analytics
0
Analytics Exporting Data
3
Analytics API
0
Analytics API - exports
0
Analytics API - General behavior
0
Analytics API - New type of queries
0
Analytics API - reports
0
Analytics Export Formats
1
Analytics export UI
0
Analytics exports content
0
Analytics exports content - fields
0
Analytics exports content - events
0
Scheduled Reports
1
Scheduled report - customisation
1
Analytics Functionality
12
Analytics - Permissions
1
Analytics Alerts
0
Analytics Comparison
0
Analytics - comparison - period
0
Analytics - comparison - Teammates
0
Analytics Filters & Dates
1
Analytics - filters - Account
0
Analytics - filters - Date
0
Analytics - filters - General improvments
1
Analytics - filters - Inbox
0
Analytics - filters - New filters
0
Analytics - filters - Tag
0
Analytics - filters - Teammate
0
Analytics Guidance
0
Analytics Views (Tabs)
0
Analytics Widgets
5
Analytics - Widgets - distribution chart
0
Analytics - Widgets - general behaviour
0
Analytics - Widgets - Heatmap
1
Analytics - Widgets - scalar - main metrics
0
Analytics - Widgets - Tables
1
Analytics - Widgets - timeline
1
Conversation Stages
5
Real time Analytics
0
CSAT
17
CSAT - channels
1
CSAT - customisation
10
CSAT - Customisation - general
1
CSAT - Customisation - Stars
0
CSAT - Customisation - Survey
9
CSAT - Customisation - survey - Link
1
CSAT - Customisation - survey - scale
2
CSAT- Customisation - survey - answers
1
CSAT - Integration
0
CSAT - journey
3
CSAT - rule template
0
CSAT metrics and reporting
1
Direct connectors
0
Insights - Other
1
Insights - Systems
0
Insights - Systems - Ingest optimisation
0
Insights - Systems - Loading optimisation
0
Insights - Systems - stab
0
Insights - Systems - Storage optimisation
0
Metrics
13
Breakdowns and totals
2
Analytics - Breakdown - Tags
1
Analytics - totals
0
Business Hours and time measure
3
OOO - Analytics
1
Timezone - Analytics
0
Metrics - misc improvements
1
Metrics by type
5
Activity analytics
0
Analytics - Channels or third parties
0
Analytics - Calls
0
Analytics - Chat
0
Analytics - Conversation origin and journey
1
Analytics - Performance
1
Analytics - Outliers
0
Analytics - Performance - Misc
0
Analytics - Times
1
Analytics - Times - max min median
0
Analytics - Volumes
0
Message template analytics
0
Outbound analytics
2
Knowledge Base
85
Live Chat
103
Chatbots
34
Front Chat
14
Search
25
API
0
Archive
0
Business objects
0
Filters
4
Filters - Query builder
0
Filters - Search hints
1
Find the result I'm looking for
2
High level problems
0
Matching
4
Navigation
0
Search administration
0
Search Results
5
Search Ranking
1
Search result previews (P2)
1
Search sorting
1
Start the search
4
Search location
4
Suggestions
1
Top Result suggestions
0
Tech - Search performance
1
Type query
0
Systems
68
Channel management
5
Counters
5
Email channels
16
Error messages
0
Filetype support
0
Import
1
Other (Systems)
1
Other channels
26
Facebook
0
Form
0
Google Play
0
Intercom
3
Smooch
0
SMS
2
Talkdesk
0
Twilio
7
Twitter
0
Voice
0
WhatsApp
5
Parser
1
Security
5
Threading
1
Two-way sync
4
Workflows
107
Advanced rule conditions and actions
12
Assign
4
Auto-reply
5
Notify
0
Time-based options
1
Company rules
1
Links based rules
0
Load balancing
3
Macros
0
Other (workflows)
8
Outbound/Sequences
8
Rule actions
10
"Create new conversation" actions
2
3rd party
1
Missing core rule actions
1
Rule conditions
4
Rule library
2
Rule management
4
Rule trigger
3
Scalability/Engineering
0
Smart rules
4
Custom fields (smart rules)
2
Teammate availability
11
Views
5
CSAT metrics and reporting
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VOTE
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.
7 months ago
in
CSAT metrics and reporting
0
Backlog