cloudchat - Feature Request

Context: We are currently able to view the number of tickets assigned per agent through the platform's reports. However, there is no way to identify at what time these assignments took place throughout the day. This limitation makes it difficult to monitor operationally and manage team productivity in real time. We would like to view: Exact time at which each ticket was assigned to the agent; Number of tickets assigned per time slot; Evolution of attributions throughout the day; Comparison between agents considering the assignment time. Practical example: Today it is possible to know that one agent received 30 tickets during the day and another received 10. However, we were unable to identify whether: The agent started taking tickets right at the start of the shift or a long time later; There were long periods without new assignments; Productivity was constant throughout the day; There is an imbalance in the distribution of workload among agents. To answer these questions, we need to perform manual analysis and cross-reference information outside the platform. Suggestion for improvement: Add an assignment view with temporal detail, allowing you to monitor: Time of each assignment; Number of assignments per hour; Productivity timeline per agent; Filters by period and agent; Export of this data for analysis. Benefits: Greater visibility of the operation in real time; Better monitoring of individual productivity; Quick identification of delays in the start of services; Support for managing scales and team sizing; Lower dependence on manual analyses on spreadsheets.

None of the available APIs return the company of the contact linked to the call, making it difficult to analyze larger customers who offended the support

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

We know that there is still a lot of data that we need to add and make available in our API. The idea is to validate more data that is needed and add more data to our APIs, so that our customers can consume them.

The conversations have tags to help. But when it comes to identifying the box, it is very difficult to know what it is about. Is it possible to put a “subject” right under the customer's name in the conversation?

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.

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.

Request: Allow to unify the conversations that exist on the CloudChat platform. Reason: Today the numbers on the platform are inflated, because often the customer contacts more than one channel and the service teams are unable to unify. --- Consolidated from the post “Being able to merge tickets” : Allow the manual merging of duplicate tickets, so that the attendants can unify tickets opened by the customer themselves regarding the same problem.

In the conversation sorting option, offer the option to sort by SLA. Today, the SLA information appears on the side of the conversations, but it is not possible to sort, and it is necessary to analyze each conversation manually.