521 results found
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Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc
I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.
395 votes -
Need option to schedule reports in Business Analytics with PDF
Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.
55 votes -
Generate a report on a date range but only on specific time of the day
Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN
11 votes -
Have the option to switch access for Analytics reports for call queue managers and normal members
At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.
10 votes -
Fax report
Fax report in performance report. For the customer to have an option to check the number of fax they received per day.
To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report
6 votes -
Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs
We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.
5 votes -
Add Label as a selectable Column to Company Numbers Report
You can add a label to a phone number on the Company Numbers report at the top of the page but the label field is not a selectable column in the report at the bottom of the page. The label field is there if you download the information in Excel format.
I would like to see label added as a selectable column in the report data.
5 votes -
Missed call report that shows all available users at the time of the missed call.
Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.
22 votes -
Permission to see specific users in the performance report
I would like to have a way for specific users to have access to the performance report in analytics, but to be able to choose which users/user groups/ departments they would be able to see. I don't want them to have access to the whole companies performance report.
6 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 -
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.
6 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 -
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 Dark Mode
Provide a dark mode option for Business Analytics.
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 -
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
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