988 results found
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Remove old or inactive users from Business Analytics
Delete old/deleted users from the 'Users Dashboard - Default' table in Business Analytics.
3 votes -
Need Unique count for Outbound calls
We need a count of unique contacts or numbers dialed. It must be unique to show how many different numbers were dialed per period (day, week, month, etc...) Not only the amount of outbound calls but unique numbers dialed.
1 vote -
Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension
We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:
- The number of inbound and outbound calls on an external number being searched.
- The list of users that had a transaction on the external number being searched, inbound and outbound.
- The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.
Thank you.
6 votes -
Ability for Users, User Groups and Call Queues to automatically be added to dashboard at point of creation
Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.
1 vote -
manual outbound call recording should be saved in Admin portal not only on the extension who did a manual call recording
I would like to saved the manual call recording on admin portal not only on the extension who did a manual call recording- for outbound
2 votes -
contacts
The customer wants to have generate reports for the contacts they add on a daily basis for sales purposes.
2 votes -
Report number of licenses used by each department for service chargeback
There needs to be a way to report the number of licenses used grouped by department. Our agency uses a chargeback model for services, and we need to have a way to report to departments what their expected monthly costs are by license usage.
2 votes -
Daily Filter in Dashboards
When using Business Analytics and filtering by "daily" it is not clear that this is the sum of the whole day, even if you are looking at other data, such as minimum, maximum or average. If you are looking at one day and one day only, the Average if filtered by daily will show the same data as sum. This is the same with Minimum and Maximum. However, if you filter by more than one day,the information does appear to show different averages, but is still based on the whole "days" call and not the average of the daily calls.
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8 votes -
Ability to track on audit trail to see who sent an external invite
Ability to track on audit trail to see who sent an external invite when a user or a super admin send an external invite to create a free account
1 vote -
Agent report should include digital interactions
When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.
2 votes -
only show the extension who answered the call
Currently, when the call goes through a call queue and there are multiple users who were offered the call, they all show up in the reports in the Analytics Portal. There should be a report filter that would only show the user extension that answered the specific call and would count as one call to avoid confusion in the reporting.
1 vote -
Ability to send subscriptions ad hoc vs waiting for the next top of the hour.
Ability to send subscriptions ad hoc vs waiting for the next top of the hour. Have an option to 'Send now'.
1 vote -
Automated call logs for specific users
To get automated call logs for specific users.
The analytics is not pulling up for the individual user
Just the KPI info.2 votes -
The capability to log the time stamp of Desk phone DND status.
It will be better if we can log the DND time stamp of the desk phone for monitoring.
3 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.
10 votes -
The ability to generate a report displaying the last recorded MRR of an account before it churns or drops to zero.
The ability to generate a report in SFDC displaying the last recorded MRR of an account before it churns or drops to zero. This would help track the total churn rate and measure MRR attainment effectively and seamlessly.
1 vote -
Call queue is forwarding a call during business hours and being tagged as abandoned
If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.
1 vote -
Adding the ability to download the call recordings as a subscription report.
In the Call Log we can download MP3's of the calls made over the last several days, however we cannot set this up as a subscription to have these calls downloaded and emailed over on a weekly / monthly basis.
2 votes -
Option for Dark Mode on Desk Phones
An option for the customer to change their desk phone themes to Dark Mode.
2 votes -
Call Log to show the name of who answer the call
In the Call Log report, we want to quickly identify who accepted a call. However, even when a call is answered, the name of the user who owns the phone is not displayed immediately. The user’s name only appears after clicking on the call details. We would like this information to be shown upfront.
2 votes
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