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Sara Giardini

Joined Feb 29, 2024

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Last activity Jan 07, 2025

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ACTIVITY OVERVIEW

Latest activity by Sara Giardini

Sara Giardini commented,

CommentMeasuring success

Hi there, we are activating the new csat survey with 1-5 rating scale, but testing out I am seeing I am not able to analyze the scores: i'd like to analyze the breakdown by the scale rate chosen (how many 1s, how many 2s, how many 5s etc…) but I am only seeing “good” or “bad” as in the previous survey. Do you know how can I pull the breakdown by score? Thanks!

View comment · Posted Jan 07, 2025 · Sara Giardini

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Sara Giardini created a post,

Post Q&A - Reporting and analytics

Hi there!

We are trying the new csat survey with a 1-5 scale, but I only see Good and Bad in reporting, even if it's a scale. 

Is there a way to see the number picked in the scale or will we only see good and bad anyway in explore? I'd like to see how many 3s for example. 

Thanks!

Posted Dec 19, 2024 · Sara Giardini

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Sara Giardini commented,

Community commentAnnouncements

Hello!

Will the HelpCenter app disappear from the agent view? or they will still be able to search directly from the ticket?

Thanks! 

View comment · Edited Mar 14, 2024 · Sara Giardini

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Sara Giardini commented,

Community comment Feedback - Reporting and analytics (Explore)

Thank you, Shawna! I've just updated the post with the template :) 

View comment · Posted Mar 01, 2024 · Sara Giardini

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Sara Giardini created a post,

Post Feedback - Reporting and analytics (Explore)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue 

We added a carousel in messaging bot to reduce contacts. Basically, customers click on the button and are redirected to some specific pages. There is no way to measure how many consumers interact with the button in order to see the impact on contact volumes and if customers are actually engaging with the feature. 

It would be great to have some metrics and reporting on messaging bot carousels in Explore, to measure and analyze this. 

What problem do you see this solving? 

Not actually a problem, but could help us understand customer engagement with the carousels and see the impact on contact volumes. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

It's on a daily basis, we are blind on customer behaviour and engagement. We added this to reduce contacts on specific topics or incidents and we do not know the impact.

Are you currently using a workaround to solve this problem? 

No, we haven't managed to find  a workaround so far.

What would be your ideal solution to this problem? How would it work or function? 

Add metrics in Explore to create reports on number of clicks on each carousel link by user and also how many customers clicked on the carousel buttons and never deflected to an actual contact in chat. Also being able to split this metrics by country, LOB, date etc.  

 

Thank you for considering the feedback! :) 

Edited Mar 01, 2024 · Sara Giardini

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