eDesk Updates

eDesk Updates

www.edesk.com

Introducing the real-time Live dashboard

by Maura C
The Live dashboard offers a real-time view of your eDesk account, helping you monitor performance metrics and customer interactions as they happen. Track agent activity, ticket volumes, response times, chat, phone engagement and more
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Streamline reporting with Automated Report extracts

by Maura C
Automate your reporting process with eDesk's automated report extracts. Set up scheduled reports to be generated automatically, including key data on ticket activity, performance metrics, and more. Customize the reports to suit your
New

CSAT for Chatbot is now available!

by Maura C
Discover how well your Chatbot serves customers with the new CSAT feature in your Chat widget. Previously only available for live chats, CSAT now gathers customer feedback after Chatbot interactions too. Explore all ratings in your
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Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses

by Darren Heaphy
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Announcement
We’re thrilled to announce the official launch of Smart Reply, now available as part of our AI Assist feature set, following several months of successful beta testing through our Early Adopter Program. Smart Reply empowers support agents
Introducing Smart Reply: Elevating Agent Efficiency with AI-Driven Responses

New Kaufland Austria integration

by Maura C
Kaufland, which is one of the most popular retail companies in the world, has now expanded into Poland! Founded in Germany in 1984, it offers a wide range of household items like groceries, clothing, electronics and gardening supplies
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New User log report now available!

by Maura C
Our Report Extracts now include a 'User Log' report, allowing you to quickly generate detailed reports for all or individual users with just a few clicks. We've retained the familiar column headings from the Enterprise reports, so
New
Announcement

Improved Custom Fields report

by Maura C
We've improved the Custom Fields report in Report Extracts. Previously, all custom fields were included in the CSV download, but now you can filter for a specific field, and only that field will appear in your report. This update
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Enhanced chatbot Q&A report for deeper insights!

by Maura C
We've upgraded our chatbot Q&A report in report extracts with valuable new columns, including chat creation date, links to the widget, and most importantly, links to the content hub articles used, along with their confidence scores.
New
Improvement

Dark Mode Just Got Better!

by Maura C
We've made another Dark Mode improvement! The 'Customize Table Layout' feature has been revamped, offering much better readability in Dark Mode. This enhancement ensures a smoother, more comfortable user experience, making it easier on
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