Improvements

Include sentiment as another key element to understand the overall picture of the CX conversation.

Currently, our instance only allows for a line graph of the Top issues, but it would be nice to see a stacked bar graph that shows the % of each category compared to the overall volume in any given week (i can only see this monthly, too)

It would be very interesting for us to be able to make comparative views between two time periods in different moments of history. As an example, we would like to have the ability to compare May 2022 with May 2023.

With the new line graphs in the Dashboards, it would be nice to hover over certain peaks/days and know the total number of tickets tagged for a specific day.

I want to automate tickets that only say "thank you" to a group. I would like the ability to create a tag so the rule is "only if the ticket contains 'thank you' " versus listing a ton of words in the 'But NONE of these intents' section

With the "email notification" feature under the setup tab, to be able to modify the criteria to receive alerts when this increase (e.g., 25%) occurs over a week or a month instead of only daily.

🔗 Metadata Ability to select if a ticket should be tagged only if it matches a specific metadata field (e.g. customer subscription type). 📧 Channels Only tag the ticket if it's from a specific channel, like email. 🌅 Attachements "It would be great if Lang was able to tag tickets only if they include a picture, or add another tag if the ticket doesn't include a picture, since there will be an opportunity for automation."

Being able to see data by user segment and associated data would be valuable. This data changes as the customer goes through their journey (ex. Customer could go from open account, churn risk, closed account), and being able to see data in Lang with the current segment assigned to customer would be helpful. (Currently we can only view the metadata that is attached to the ticket at the time that it's processed)

When building out a new tag or a new search, if it similarity matches an existing tag in the project (coverage % wise, similar intents/words, etc), have there be a pop-up or messaging that let's you know it seems to match the logic of an existing tag, so there are not duplicate tags or tags that are too similar.

If there could be a way to create a tag for the tickets that have no tag, so - for example - a broad auto-reply automation could be applied for the untagged tickets to confirm receipt of the email/reply-time estimate, etc. Ideally, being able to have all auto reply automations live in Lang, so you do not need to worry about two auto replies triggering (if you had one in ZD AND one in Lang, which wouldn't be an ideal user experience).