AskNicely & Zendesk Talk

New Integrations

AskNicely:

Visualize NPS Scores, Survey Stats & Historic Survey trends with 23 new widget templates

• NPS Score as an absolute critical number

• NPS distribution by detractors, promoters & passives

• Count of detractors, promoters & passives

• A gauge for email response rates & email open rate

• Count of emails sent, opened and responded

• Time series trends for NPS surveys

• Line graph for overall NPS score trend

• Line graphs for surveys sent, delivered, opened & responded

• Line graphs for Detractors, passives & promoters

• Line graph for comments as a % of survey responses

• Line graph for responses as a % of opened surveys

• Line graph for responses as a % of sent surveys

Zendesk Talk:

Visualize Account Stats, Queue Stats & Agent Stats for a 360 degree view of your calling processes with 46 new widget templates

• Averages of call duration, queue wait time & wrap-up time

• Totals of call duration, voicemails, wrap-up time & count of calls

• Averages of callback wait time, hold time & answer times

• Totals of abandoned calls, callback calls, inbound calls, outbound calls & widget callback calls

• Totals for calls exceeding queue wait time, calls outside business hours & calls requesting voicemail redirects

• Total agents online, callbacks waiting, calls waiting and longest wait times for queues

• Calls accepted, denied, missed by agents

• Totals & Averages of accepted transfers & started transfers

• Averages of away time, available time, online time & talk time for agents

• Averages of calls accepted, denied, missed & on hold

Updates

Google Analytics:

Updated the integration with 10 new widget templates to include top traffic sources & hour density of traffic engagement

• Hour Density for page views, sessions & unique visitors

• TopList for traffic sources broken down by:

• Average session duration

• Avg session duration

• Bounce rate

• Page views per session

• Pageviews

• Percent new sessions

• Sessions

• Unique visitors

Zendesk:

Updated the integration with 4 new widget templates to include breakdown of tickets by statuses

• Total tickets open

• Total tickets pending

• Total tickets on hold

• Totals tickets in a selected view

Fixes

Jamf School:

• Fixed all count widget KPI templates that showed an error instead of 0.