68 results found
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Generate report for %Missed (w/VM) with the source of the call in one tab
% Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.
3 votes -
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Also have a hold queue update so we can see if their are guests on hold in real time.2 votes -
Abilit to show show call times for "call connected" & total outgoing calls made on Live Reports
- basically all i want the live reports to show call times for "call connected" & total outgoing calls made
1 vote -
filter for recorded calls
Create an analytics report data filter for recorded calls only.
1 vote -
Agent State log by agent, group of agents
We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
date/range of dates
individual agent ID/list of agent ID's
call center teams2 votes -
Add Calls that end in a forward to the reports
The ability to view reports of calls ending in a forward. For example: You already have "answered" "Missed" ect. It would be really nice to have a report showing that a call ended in a forward and which number it was forwarded to. Use Case: We pay an answering service for after hours and I want to see how many calls were forwarded to this external number to compare our bill from them at the end of the month. Or even if a call has an internal forward. Right now, it just shows that the call ends with no result.…
1 vote -
We need reporting for prior 12 months! Year over Year data would be incredible.
We need reporting for prior 12 months! Year over Year data would be incredible
2 votes -
Tracking Idle Time
In live reports it would be helpful to see the amount of idle time between phone calls.
1 vote -
missed call while
Missed calls while/because user was on a call
1 vote -
Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.
Track how many calls were missed and how many were returned. What the users return % is and how long it took them to return the call.
1 vote -
Inbound Call Lead Tracker
Call tracking will help customers drive better results from search and digital marketing. Call tracking measures how their channels, campaigns, ads, keywords, and website drive phone leads. This can help customers identify which website, campaigns, ads, or keywords are generating the most phone calls and driving the most leads.
2 votes -
Live Reports: Caller ID of queued calls.
We can already see the amount of callers waiting in the queue but we are unable to see what their caller ID is. This would be a benefit in the event of a call drop/disconnection to be able to see if/when they call back in. It also allows for our agents to be aware of potential social engineering threats when someone repeat calls looking for a different agent.
1 vote -
call park reporting in analytics
have a call park reporting in analytics
2 votes -
Customised hours
Not enough rules for customising the times for the Call Volume and Service Level widgets.
We only have a choice of hours, which is complicated when a service has hour-long breaks.
As a result, the abandoned call rate is incorrect and so is the service level.
1 vote -
Audit Log from User Apps
RC Support said that the Audit Logs only track changes from the Super Admin in the Admin Portal.
It would be great to have the Audit Log track ALL activity in the Audit Logs to see what was touched by all users.
1 vote -
First and Last Call Time reports
Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.
1 vote -
Call Queue Reporting
Report on the Custom Rules for the Call Queues in EX. There does not seem to be an option to audit the settings other than manually checking each call queue which gets tedious when you have over 1000 call queues
1 vote -
chat routing
Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.
1 vote -
Automatically remove the data of the users on leave when creating a performance report.
Automatically remove the data of the users who are on leave when creating a performance report like calls they receive directly to their extension, call queue, or from transfer calls.
1 vote -
Business Analytics - Widgets with Queue Agents filter - Always show current agents
Currently, in Business Analytics, widgets such as KPI and Graphs can be configured to target specific "queue agents".
However, when new agents are added to the queue, the widget do not pick up new queue agents.
This results in admin having to reconfigure every single widget when queue agent membership changes, which is very time consuming and opens room for errors.
If the "queue agent" is selected and not specific agent checkboxes, the system should know to always scan all agent members of the queue at all time.
1 vote
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