1330 results found
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Option to filter working days across an entire month
Performance Report - Analytics Portal Enhancement Request
Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.
Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.
7 votes -
provide unavailable time for each rep
Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage
7 votes -
lable the active calls
I would like to see the name of the person in my organization when I'm looking in the call log reports. Right now all I can see is the phone number, but I don't have all the numbers memorized, I need to see the name.
1 vote -
merge user and queue column
There should be an option to merge the user column and queue column in the performance report page
1 vote -
Add CSV option for Call Log Delivery Options
There should be an option to select the file type for the email subscription of the call logs. As of now it only sends a ZIP file. There should also be an option for CSV file
1 vote -
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.
52 votes -
Analytics Report for Robocall
The customer would like to have a specific report for robocalls that they can utilize from analytics without downloading any files.
3 votes -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
24 votes -
Ability to access the call recordings through RingEX Analytics
Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.
4 votes -
Include Limited Extensions Call Data to Analytics Reporting
Enable call data from Limited Extensions to be included in Analytics Reporting, allowing businesses to:
Monitor call activity for Limited Extensions.
Generate reports for internal tracking and auditing.
Gain insights into overall system usage and performance.8 votes -
call log detailed information
Adding detailed call logs to include forwarding information would be a valuable enhancement. In this scenario, the call log would display:
Dialed: Ext. 103
Forwarded to: Ext. 102
Answered by: Ext. 102This provides a clear trail of the call's path, improving transparency and helping users understand how their calls are being routed and handled within the system.
9 votes -
Alert Ownership
Allow Alert ownership to be transferable to another extension or Super Admin extension.
17 votes -
Custom Weekly Report Scheduling (Monday–Sunday)
We would like to introduce a feature that allows users to customize weekly report schedules, with the week defined as starting on Monday and ending on Sunday. This will ensure consistency in reporting periods and better alignment with business operations.
1 vote -
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled tim?
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
2 votes -
Adoption & Usage - Is there a way to track a device - phone being in use beyond 6 months
Is there a way to track devices that were in use over 6 MONTHS?
2 votes -
Virtual Agent Reporting
We have a lot of pre-chat virtual agents running across many digital channels. Unfortunately it's impossible to reporting on the virtual agent activity anywhere within the current reporting suite especially the historical and live dashboards.
Just as we can see human agent activity i.e Number of connected chats, AHT et realtime reporting on the bots would support with identifying issue as they happen almost like a bot health checker where we can identify spikes - even giving us the ability to report on the standard agent metrics would be a good start.
1 vote -
Missed calls to queue showing up as "Answered Elsewhere"
When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.
54 votes -
We need to add "Total Talk Time" to performance reports
Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's
8 votes -
Remove abandoned calls where someone hangs up at 8 sec or less
Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer
12 votes -
Call time Averages
When adding average, have the ability to input what it should be divided by. e.g. if you are creating reports for the day before, divide by the amount of hours in the working day, or for a weekly report divide by 5 for a daily average.
1 vote
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