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7 results found

  1. Total time of outbound calls including calls that were answered and the calls that were missed or went to voicemail are combined/calculated.

    We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.

    6 votes

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  2. 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?

    8 votes

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    0 comments  ·  LOB  ·  Admin →
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  3. filter that can simplify the report generated to easily read the business analytics report

    I wish we have an option to simplify the reports showing per call and remove the actual flow where calls went through ( IVR > call queues), because when report is generated via email it is kinda hard to read out the reports due to multi journey showing up for single call, wish to add up a filter to limit those details for easier presentation

    1 vote

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  4. Support Monitored Calls in Business Analytics

    When a call has been monitored, the call is no longer showing in Business Analytics.

    3 votes

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    0 comments  ·  LOB  ·  Admin →
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  5. Change the start date of Yearly Reports

    Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.

    1 vote

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  6. Business Analytics - Any way to display call quantities that were blind transferred

    In Business Analytics I'm trying to create a report that shows the number of calls that were blind transferred vs transferred normally (where the user puts the caller on hold, calls the person asking if they'd like to accept the transferred call, and if so only then do they transfer).

    We're trying to get on top of staff using the blind transfer functionality.

    1 vote

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  7. Enterprise Portal Level Analytics for all Accounts

    Enterprise Portal Level Analytics covering all accounts listed at the enterprise level. This would stop having to visit each account individually for Super Admins/Enterprise Admins to create reports and dashboards.

    1 vote

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