Aug 12, 2020
AskNicely & Zendesk Talk
6.6
Minor
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.