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4
User behaviour data in Trengo Analytics
Visibility on the behaviour of users. Basically logging when users go online/away/offline and the amount of time in these statuses would be valuable to analyse performance and could be an additional…
Daniela Backman
Customer Success Manager
Daniela_trengo
7 days ago
1
reply
14
4
Charlotte Beenen
7 days ago
Ideas
0
Reporting overview with individual single days per team member
We need an overview in reporting that shows the number of answered tickets per employee over the course of several individual days. e.g. the view of 7 or 14 days as individual days.…
Simon Viertel
Simon_Viertel
1 mth ago
3
replies
6
Charlotte Beenen
3 wk ago
Ideas
0
"Answered ticket" as timestamp in reporting export
Currently, there are only two possible timestamps per entry: "Ticket created" and "Ticket closed" in the export. Is it possible to add another timestamp here with "Ticket answered"?
Simon Viertel
Simon_Viertel
1 mth ago
3
replies
7
Charlotte Beenen
3 wk ago
Ideas
0
Profiles filter in Reports
Hello! I would like to suggest a Profiles and Contact Groups Reports. It should be a matter of adding some more filters to the same reports Trengo already have.…
Cmind
Cmind
1 mth ago
1
reply
4
Charlotte Beenen
4 wk ago
Ideas
1
Is it possible to save the export settings ?
We need an export with predefined settings that we can run on a regular base. Unfortunately, we have not found a way to save the settings, so we have to generate the export from scratch every time.…
Johannes Mahr
Consumer Center Manager
johannes
1 mth ago
1
reply
5
1
Charlotte Beenen
1 mth ago
Ideas
5
Allow exporting of CSAT comments
I have noticed that one is unable to export CSAT responses via the export feature. The responses can only be accessed via the report dashboard and this is not ideal.…
Baker Ayekundira
Ayekundira_Baker
4 mths ago
5
replies
22
5
Charlotte Beenen
2 mths ago
Ideas
1
Improvements Customer Survey (CSATs) results UI
A few things that we like to see improved when using the CSATs feature. When customers leave a longer comment, the dark gray box can be really stretched out which doesn't make it pleasant to read.…
Joey Treurniet
Joey_Treurniet
5 mths ago
4
replies
26
1
Daniela Backman
2 mths ago
Ideas
3
More elaborate voice statistics/reports
Better statistics on voice such as but not limited to: duration of conversation (avg and per ticket) missed calls transferred calls calls per IVR option (department) Note:…
Daniela Backman
Customer Success Manager
Daniela_trengo
2 mths ago
1
reply
11
3
Richard Arnold
3 mths ago
Ideas
1
Reports - make it possible to standardize own reports
in stead of having to select the same fields 4 times a day.. And also make it possible to automate / schedule them and receive them in your inbox on specific times :)
Anouk Smit
Anouk_Smit
2 mths ago
1
reply
6
1
Charlotte Beenen
2 mths ago
Ideas
1
Resolutions Report based on real data, not average data
When you would like to make a resolution report, all data Trengo shows is based on average data. But when you have 100 tickets that are closed within 1 minute ( as those are for example just…
lizet
lizet
4 mths ago
1
reply
8
1
Daniela Backman
4 mths ago
Ideas
0
Ability to view statistics of all channels when one is an admin
Currently, one can only view statistics of the channels one has access to. Groenhart would like admins to have the option to view all channels, even when they are not in the team that has access to…
Daniela Backman
Customer Success Manager
Daniela_trengo
7 mths ago
2
Ideas
0
Filter on profiles and contacts in reporting
To gain insights on how many tickets and how much time they spend on their customers they would like to be able to filter on Profiles in the reporting without having to export their data.…
Daniela Backman
Customer Success Manager
Daniela_trengo
7 mths ago
5
Ideas
1
Tracking URL data sent through API and Flowbots
We would like to send tracking url data from flowbots to our CRM so that we can see where our leads are coming from. This is highly important for us especially on the webchat as we need to justify…
Armand de Bruyn
Armand_de_Bruyn
8 mths ago
1
reply
15
1
Joey Caisse
8 mths ago
Ideas
1
Customer feedback survey --> e-mail signature
It would be nice if it became possible to add an option to review directly to an answer sent by the employee (for example in the signature) It would be nice if we could add a review option to the…
Lars Berends
Lars_Berends
9 mths ago
11
1
Ideas
0
Flowbot Stats
Hi, we are using flowbots to supplement our teamr. When a client selects the option in the flowbot that said their issue was resolved, the ticket is automatically closed.…
Simonn Theron
Simonn_Theron
9 mths ago
17
Ask the community
1
Reporting: Filter on profiles/contacts including tags
We are working with lots of different profiles and tags. Within the reporting format I would like to know how many times tag(s) are used for specific partners/profiles. E.g.…
Jessica Gajadien
Jessica_Gajadien
1 yr ago
2
replies
10
1
Jessica Gajadien
1 yr ago
Ideas
1
Show Tickets Result per team / user
Hi guys, One interesting feathure is to set tickets results to a specific team or user. So each team/user only see the relevant result list they working on.
Daniel Ohlsson
Daniel_Ohlsson
1 yr ago
1
reply
7
1
Charlotte Beenen
1 yr ago
Ideas
3
Availability insights per user (export)
The new feature in the reporting section that provides insights into the workload and status of users is nice. But it would be even better if you could also export these results.…
Joey van den Brink
Joey_van_den_Brink
1 yr ago
2
replies
31
3
Joris O
1 yr ago
Ideas
1
Statistics: usernames don't show up in .csv file
I dont know if this is a bug, but if we export data to a .csv file the usernames don't show up if we select 'User' with the button 'Add field'. Only if we choose to select all fields by 'Select all'…
Hogeschool Windesheim
Hogeschool_Windesheim
1 yr ago
1
reply
9
1
Charlotte Beenen
1 yr ago
Ideas
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