Add "Unknown" or "Other" Call Result Column in Business Analytics Widgets
Currently, when users compare the "Total Call Count" against the sum of specific call results (Answered, Abandoned, Missed, etc.), there is often a discrepancy. This is due to calls with an "Unknown" result or specific internal transfers that do not have a dedicated display column.
This causes confusion for Admins and stakeholders who rely on these reports for 100% data accuracy. It makes the dashboard look like it has "missing" data, even if the calls are technically tracked.
Please add an "Unknown/Other" column option in the Widget settings. This will allow users to account for every single call included in the Total Count, ensuring the math always adds up for the end-user.
Nami
shared this idea
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Deby
commented
The more widgets to define the calls the better numbers I can show my boss for call statistics for the sales agents.
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Deby
commented
I have a large account with sales agents in the mix, and I need to have accurate reporting.