Board General

Hello. I want to suggest that the Messages tab also shows the executive's response time in the Response Time column (seconds). Currently, this field measures time to the client and not to the executive, which prevents us from correctly evaluating the executive's response times and, therefore, validating their effectiveness.

It would be very helpful to be able to view CSAT, CES and FCR information by channel in the “Analytics/Satisfaction” section. Currently, it only allows filtering in the dashboard by date, and if we want to see it separated by channel and account, we have to download the data and do a completely manual job to filter the information. We have several channels and several accounts for each channel logged into the platform and we need to be able to see the information separately.

It would be a good idea to put a clock with seconds on the platform to be able to better guide us.

It would be good to put the executive's SLA in the “my performance” part since only the customer's SLA is displayed

The data that can be seen in analytics (ticket closing time) does not consider the time when the agent was assigned, but since the creation of the ticket. Like the TMAC and TAMEC, something that can be measured for the agent should be added.

In our case, we manage not only several channels but several accounts per channel, so we need to be able to see the compliance indicators, separated by team, and of each account and each channel separately. Currently, I download the full table for the month, and once the table has been downloaded, I filter it by executives, by channel and by account, and I manually calculate the averages of the CSAT, CES and the FCR percentage. It would be very helpful to be able to obtain this information without having to do all this lengthy and operational process. In addition to having the need to obtain information separately from the indicators, being able to obtain this information in a faster way would help to take more agile actions in the channel and account as necessary.

Development of metrics according to Metadata, so that a data analyst can create their own widgets with the data obtained on the platform, such as SLA through social networks, as well as the creation of metrics and dimensions, being able to filter it by data and/or dates.

It is necessary to have Sentiment Analysis by AI to obtain quality of service statistics.

Filter by more than one account, when selecting a department

Be able to view response times by department and be able to assign SLAs independently