597 results found
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Add SMS metrics to analytics reports
SMS usage is important for communication, especially in our marketplace atmosphere that we live in. Adding in Total - Outbound- Inbound SMS metrics is vital for CRM integrations so we can see activity levels and then also future ability to see unique numbers that are communicated with SMS to see our rep's reach.
7 votes -
Reports to be edited by others
We'd like the ability for reports in Business Analytics to be shared with others who have edit capabilities. Currently, others can view the report, but we'd like an additional access type for view and edit. Thanks!
16 votes -
Analytics regarding Text Messaging/SMS
We need an analytics report for SMS messaging
4 votes -
Business Analytics Dark Mode
Provide a dark mode option for Business Analytics.
5 votes -
Reporting Enhancement: Add categories for type of inbound calls to MVP queues.
Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls
3 votes -
Provide
Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:
- Generate reporting on the total numbers of each.
- Generate reporting on the percentage of each in comparison.
- Generate reporting on the percentage of total call volume.
- Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
- Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.
Currently, there is only the ability to look…
3 votes -
If there is possibility to have separate option tab for caller who , missed calls Hang up ,missed calls Left voicemail, missed calls.
If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.
4 votes -
2 votes
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Use Nomadic 911 For Location Information
Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.
6 votes -
RC app report
A report that will only show the date and time of log in and log out of the user on the RC app.
2 votes -
reporting on missed call queue calls
Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
- how many times this number called the call queue
- how many times they hung up while in the call queue or while the agent phones were ringing
- CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?4 votes -
call that is forwarded also shows the original caller's ID, not the forwarding extensions info
How can I ensure that a call that is forwarded also shows the original caller's ID, not the forwarding extension information
3 votes -
option to view individual SMS logs for non-admin roles
Is there any way to give a user (manager) access to run her own SMS Logs reports, same as she does with Call Logs, but without giving her admin rights?
3 votes -
Detailed report of abandoned calls in a call queue in analytics
Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.
4 votes -
Business Analytics - Average Speed of Answer per Queue
Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.
Average Speed of Answer is also availabe in Performance Reports.
Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.
Thanks,
2 votes -
Expired Meetings - To be able to look up expired Meeting ID's
Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.
3 votes -
Option to add Avg Abandon time in Performance Report.
This option is available in Live Reports so it should be available too in Performance Reports.
2 votes -
drill down on a report for accurate missed calls on call queue
When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from
4 votes -
Separate Filter in Performance Report for Internal outbound call and External outbound calls
Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls
3 votes -
Adding "Missed call without VM" Option on the Business Analytics Dashboard
I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.
5 votes
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