cloudchat - Feature Request

Today, every time a ticket is solved, the CSAT is submitted. It should be possible to configure what types of tickets the CSAT is sent on. --- Consolidated from the post “Filter for submitting CSAT” : Allow the blocking of the sending of CSAT in certain calls (e.g., cases of spam). Today there is no option to filter which interactions receive the survey or not. Request: https://cloudhumans.unthread.io/dashboard/inbox/me/conversations/a3451ae7-65f7-4917-9fee-c04f9e53a13a

Allow the assessment at the end of the service to be personalized, and allow one or more surveys to be submitted, for example: CSAT survey, and solution index survey. Some customers consider it a detractor, even though they had excellent service, just to somehow signal that something in the product can improve, so the idea is to trigger CSAT (evaluation of the service itself), and another asking: has your problem been solved? Yes or no.

Currently, when opening the history of a previous service from the same customer, CloudChat opens in a new separate tab/tab, which forces the agent to switch between screens and lose sight of the current service in progress. We suggest implementing a split screen view (side by side), as it already exists on other platforms in the market (screenshot attached). In this model, the call in progress remains visible on one side of the screen, while the history of the previous call is simultaneously opened on the other side. Benefits: Agent does not lose the context of the current service when consulting the history; Reduces switching time between tabs; Facilitates checking past information (e.g., data already sent, procedures already done) without having to copy/paste or memorize information before changing screens; Reduces risk of error due to forgetting current service details

Today, unfortunately, some customers, instead of opening a new email to ask a new question, reply to an old support email, which causes the ticket to reopen, impacting important indicators such as TPR and TMA, in addition to the fact that we are unable to map the contact reasons well, after all, everything is in the same thread. In addition, a single CSAT is triggered... We would very much like it if, given a deadline, the ticket is actually closed and does not reopen. If the customer answers an old email, a new ticket is opened, after all, it is a new service.

Create the SLA configuration within business hours rules, example: Office hours from Monday to Friday, from 9 a.m. to 6 p.m., excluding Saturday and Sunday. Objective: When a ticket arrives on Friday at 17:00, the SLA time pauses at 18:00 and only resumes on Monday at 09:00. The ticket doesn't pop up on weekends and national holidays.

Today we only have the CSAT measurement automatically, which may bias some answers, since not having the problem solved does not necessarily mean that the service provided by the AI or the human agent was poor. In the same way, having the problem solved does not mean that the process was simple for the customer. In view of this, the suggestion is to expand the survey at the end of the service, including the measurement of FCR and CES, in addition to the CSAT, which is currently being collected. CSAT (Customer Satisfaction) → measures satisfaction with service. Did you like the service? FCR (First Contact Resolution) → measures whether the issue was resolved at the first contact. Did you solve it or not? CES (Customer Effort Score) → measures the customer's effort to resolve demand. Was it easy or was it hard?

We currently use cloud native search, where the customer needs to click on a link and open another interface for answers. As an idea, we would like the answer to be made directly in the conversation box with the customer, and can be customized to enter Resolution Rate (problem solved or not) + CSAT. The idea is to increase the response rate and differentiate resolution from satisfaction with service. If this is not possible, we were able to create the survey here, but we would need the Eddie API integration of the answers, so as not to have to handle them manually by spreadsheet.

Today we don't have the Custom Attributes available in the Ticket Metrics Report, which makes it impossible to create personalized insights from my business.

Reports that have a date in a local or custom time zone, instead of UTC To avoid volumetric variations in daily cutouts/weeks

Have a way on the CloudChat Campaign page to sort, filter, and sort the campaigns created (e.g., by creation date, campaign name, campaign tag, etc.)