22 results found
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Conversation Level Filters & Metadata
Ability to filter results by Conversation/Ticket level attributes like tags or categories.
5 votesUnlock a range of new possibilities for reporting and segmenting data with Playvox Customer AI's Conversation Filters. Full details: https://updates.playvox.com/en/new-in-customer-ai-conversation-filters-metadata?role=s_xtKcigwF12996%3Bcustomer-ai
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Custom Dashboards for Customer AI
Custom Dashboards would allow Customer AI (Prodsight) users to create customizable dashboards to display reports and metrics for different teams and projects.
5 votesCustom Dashboards are now live! See what you want to see, how you want to see it!
With Customer AI’s Custom Dashboards, you can add, move, and remove widgets to display the exact reports and metrics your team needs. It’s your most important data - at a glance!
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2 votes
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Store report configuration in the URL for easy bookmarking and sharing
Prodsight allows you to customize your reports in multiple ways such as by applying filters, setting different date ranges, choosing chart types, filtering by Subtopic, etc. But what if you want to bookmark that particular report or share it with a colleague?
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Now Prodsight will encode all of your filters and settings into the URL so when you or your colleague open that report, all of the settings will be automatically applied. This means that you won't have to apply the same filters over and over again and your colleague will see the exact same report that you've shared.
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2 votes -
SalesForce Service Cloud Integration for Customer AI
Support for the SalesForce Service Cloud for Customer AI.
2 votes -
Easily share reports with your team
We have now made sharing insights from Prodsight even easier.
We added a Share button to every report page
You can copy the report URL with one click and share it with relevant teammates
You can also easily send any report via email, whether they are on Prodsight or not.
1 vote -
Smart URL Redirects
We have made some improvements to how we handle URLs and redirects to make it easier to bookmark and share Prodsight reports.
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When your Prodsight session expires and you are asked to log in, we will now automatically redirect you to the original page you visited after you log in.
When you share a link to any page or report on Prodsight, it will automatically include all your filters and the data range selection so when the URL is opened it will show the exact same report with all the filters applied.
1 vote -
Saved Filter Sets
Filters are great for drilling down into a specific segment of data you are interested in.
However, when running regular reporting, it can be tedious to select the same filters time and time again.With the new Saved Filters feature, you will be able to save any filter set and give it a memorable name so next time you are running a report, you can select the needed filters in seconds!
1 voteWe have now release the Saved Filters to all Customer AI customers.
With the new Saved Filters feature, you can save any filter set and give it a memorable name so next time you are running a report, you can select the needed filters in seconds.
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New Filtering experience
We have completely redesigned how filtering works across the Prodsight.
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Key improvements:
With the new pill design, filters are now more intuitive to use
You can now search within the attributes and values to find the right filters quicker
Streamlined design means that filters now also take up less space on the screen giving more space for viewing your reports.
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1 vote -
Export Chart Data to CSV
You can now export chart data and metrics for any Topic or Topic Group in a CSV format and take it to your favorite spreadsheet or BI tool for further analysis.
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Learn more about it on our Help Center.
1 vote -
Daily resolution in Charts
Now you can get even more detailed insights with the new "Daily" resolution. Explore your topic volume and sentiment trends at an even more granular level and understand your customer feedback like never before.
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1 vote -
Workspace update emails are now more insightful
We've completely redesigned our Workspace Email Digest to be even more insightful.
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Now you can get weekly or monthly updates that will give you a high-level overview of topic trends without you even going into Prodsight.
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Workspace Digest contains:
Conversation Volume and its change
Net Sentiment and its change
Top Trending Topics
Top Mentioned Topics
Topic Suggestions
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Learn more on our Help Center or try it on Prodsight.
1 vote -
Monitor any Topic with email alerts
Launched a new feature and want to track what your users say about it? Considering a feature request but want to monitor it for a while before adding to the roadmap? Or maybe you want to keep an eye on cancellations so you can jump in and save the customer from leaving.
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You can now subscribe to daily, weekly, and monthly summaries of key topic metrics for any Topic and get them delivered right to your inbox.
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The Topic Digest contains:
Conversation Count and its change
Conversation Ratio and its change
Net Sentiment and its change
Five…
1 vote -
Limit access with Read-only user accounts
Sometimes you might want to invite your colleagues to your Prodsight workspace to explore the user insights but you don't want them to make any accidental changes to your topic taxonomy or anything else. Read-only User Role was created for these situations.
Accounts with Read-Only can view all the data in the account but cannot make any changes to the integrations, the messages, or the topic structure. This permission level is suitable for users who will be only consuming the data and reports in your Prodsight workspace. Learn more here.
1 vote -
Exclude unwanted data from your reporting
You can't always control what gets submitted to our support tool, reviews, or surveys. You might receive irrelevant marketing messages, SPAM, system alerts, or even abuse - stuff that has little to do with the voice of your customer.
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Since Prodsight automatically syncs with your connected data sources, it means that those unwanted messages can end up in your workspace and impact the quality of your analysis and reporting.
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In your Workspace Settings, you can exclude unwanted messages by specifying:
User IDs you don't want to see messages from
Keywords or phrases contained in the unwanted messages
1 vote -
Sorting Topics and Topic Groups
You can now easily sort Topic and Topic Group tables by all available metrics.
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Some examples of how you can use the new sorting capabilities:
Sort by Net Sentiment to see which topics/groups drive the most negativity
Sort by Ratio Change to see topics/groups are trending
Sort by Count to see which topics attract the most contacts.
Sort by Name to identify duplicate topics
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1 vote -
Export Topic and Topic Group reports to CSV
Whether you want to mix Prodsight stats in with your other metrics in Google Sheets or doing deeper analysis in a BI tool, now you can easily export your Topic and Topic Group stats to CSV format in one click.
1 vote -
Segment Topics by User Attributes
Segmentation Report allows you to segment topics by user attributes.
For example, you might want to know how many users in different cities reported late deliveries. You can use the Segmentation report to segment the topic "Late Deliveries" by user attribute "Country" and get a full breakdown.
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1 vote -
Two-way sync for Zendesk
Now you can sync Prodsight sentiment and topic tags directly back to Zendesk as Ticket Custom Fields.
This opens unlimited possibilities to intelligently route and assign tickets, trigger macros, and build advanced reports in Zendesk Explore - all without having your agents tag a single ticket.
Use cases
Prioritize tickets with negative sentiment
Let's imagine your valued customer is upset and submits a Zendesk ticket
Prodsight automatically detects the negative sentiment and updates the relevant ticket field
Zendesk auto-assigns the "negative" ticket to the "Urgent" ticket group
The agent picks up the ticket and quickly resolves it for the customer.…
1 vote -
Translate feedback for 100+ languages
If you receive customer feedback or support tickets in other languages than English you will love our new Translation feature.
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Prodsight can now automatically and accurately translate your feedback from over 100 languages to English for consistent sentiment, topic, and user intent analysis. We support Spanish, German, Italian, French, Chinese, Russian, and many more languages.
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With Translation, you can now consistently analyze and monitor patterns in customer feedback across all your geographies.
Also, you or your teammates might not speak all the languages that customers write in with so translation empowers everyone in your organization to get…
1 vote
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