Feature Requests

I propose a change to the ticket filters on the right side of the Insights Dashboard. Upon a recent review, we had Teams that would respond to the customer so the ticket was assigned but never closed. They never signaled to the rest of the company that the issue was resolved by closing the ticket. In other cases, we have teams archiving tickets which we do not use since it hides details. I would like the filter for ticket types to be "Assigned, Unassigned, Closed and Archived so that I could see ticket statuses across the entire org for coaching and corrective actions.

Would it be possible to create an additional export option to put all of the Tags and Segments in their own respective columns? Include some type of separator : ; , - as well. The ever changing columns of data makes it difficult to work the data outside of the insights page. Exporting from the dashboard as well.

On any metric listed on all insights dashboards, a double click of the mouse should open the data behind that metric. Example if I clicked on the case well prepared I should be able to see every case and sort by well prepared, location ID, XID, ETC and export all that to excel. Currently when exporting we get dates only. This is worse way worse than the already horrid SAR usage and JDU reports we currently have.

Advisors should be able to view their own Insight Dashboard and, if applicable, the dashboard of their assigned teams. This would improve transparency, encourage self-monitoring, and reduce dependency on managers for performance feedback. Suggested Implementation: -Personal dashboard access for each Advisor. -Optional team dashboard view if enabled by Manager/Admin.

Agents to log in and out at beginning and end of shift, log out for breaks and when they need to project out of queue (not take calls/tickets). To be able to pull reports from this tracking feature on the insights dashboard if needed.

Good morning. Currently, our dealership is operating in two segments that are separated by "Team Classification": - Agriculture and Turf - Construction & Forestry In Insights, we are unable to view these two teams separately. Would it be possible to enable this functionality?

Be able to break down calls, missed calls and voicemails by time of day. For example are the voicemails included in this report from business or non business hours?

In the insights tab, we need the ability to filter by Organization and Acct #, not just contact, since there may be multiple contacts for the same Company. Previous feedback was closed, so adding again. https://feedback.expertconnect.deere.com/feature-requests/p/insights-filter-by-organization

In many cases, a text sufficiently conveys the necessary information to the customer and is much more efficient. I'd like to know how often we reply to tickets with a text message vs. a phone call.