587 results found
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Creating the call timing
creating the call timing of all the calls we had in the past.
1 vote -
to have a feature to have a live reports that showed progress day by day
to have a feature to have a live reports
that showed progress day by day1 vote -
Share Reports
Once a report is created and set as a standard measurement tool, it shouuld be available across an organization
5 votes -
The archive or history for the Service Level report
To enhance the performance review process for the team, I'd suggest implementing a feature that enables the retrieval of live service data percentages from previous days in raw XLS format. This data should be stored in a readily accessible manner for administrators. Additionally, incorporating this information into a weekly report, with a daily listing of the service percentages, will provide a comprehensive overview of the team's performance.
1 vote -
Power BI Integration
Looking for an easy way to integrate with Power BI in order to streamline call dashboard.
5 votes -
CALL LOGS: INTERNATIONAL CALLING VISIBILITY
Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.
7 votes -
Forwarded To Numbers as trackable data in analytics and call logs
Right now the only way to see the times a number is forwarded out to an external number from my support queue is to download an excel document of all calls and then try to filter the data manually.
6 votes -
Increased Call Length KPI
Add 120 second call length filter in the performance reports.
1 vote -
"Wrap up" status visibility
An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.
3 votes -
Call progress diagnostics (tracking log of caller keypresses)
Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…
8 votes -
Missed call % factoring in calls even when on DND, would like that to be taken out of consideration on Performance Reports
My company is really trying to dig into and monitor track our employees missed call percentage. So i have been pulling performance reports that have the "% Missed (w/VM)" stat HOWEVER we are noticing this stat is even docking the employee when their phone is on DND (do not disturb). If an employee is on DND say having a day off or on an important conference call or in a training, then we do not want to have those calls count against them. We are only trying to track when they truly were available but missed the call because they…
5 votes -
Live reporting: Able to see if agent is currently on outbound or inbound call
Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
9 votes -
Call Data on Manually Rejected Calls
It would be useful to see that data on how many calls users manually reject an inbound queue call. This will help provide us insight on who is purposely ignoring calls and provide coaching's.
1 vote -
Check how long the agent was login in their account during business hours
We should add a feature how company owners can see the productivity of their employees or agentsInside the analytics there should an option how long the agents will be loginWe should see if they take a break, lunch or logout/login
1 vote -
Ability to Download Qos Reports
Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
73 votes -
Increase Data Retention of Analytics
customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"
11 votes -
Enhanced filtering on call reports
Would like the ability to input more that 1 phone number in the filter for call volumes and have a graphical report of the results.
1 vote -
Report for Incomming and outgoing video calls for each user
We have users engaged in Ring Central video calls intercompany more than the voice calls so really feel analytics that could help see the logs and reports of both incomming and out going video calls by each user. This will help understand if specific staff is not being contacted by rest of the team and vice versa for staff who get engaged extensively.
1 vote -
Agent Analytics: Log Agent Queue Uptime
Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine
7 votes -
The ability to record whispers and barges
this feature would be useful in allowing us the ability to go back and listen to these calls and assess the quality of input and coaching being done through the whispers and barges.
1 vote
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