1212 results found
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session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
10 votes -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
Remove users from saved report that have been moved to another call queue
Ability to remove users from saved Performance Reports that have been moved to another Call Queue
19 votes -
6 votes
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Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
Quality of Service Calls - Search By Number
The ability to filter Quality of Service Calls by ANI or DNIS. Currently, we can only filter by Name or Extension. The ability to filter that section by an external number would make it easier for customers to find a specific call and review QOS, Device, Site, and other factors related to the call. Currently, QOS in Analytics is the only location to view certain topics related to calls, such as device and site. So being able to better filter the list of calls would speed up customers' ability to use QOS effectively.
7 votes -
Ability to see Forwarded Calls in Performance Reports
Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.
17 votes -
Modify the text in the subscription email
The email generated for report subscriptions contains text that cant be amended. It would be better if we could update this text for each subscription.
16 votes -
Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.
Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.
3 votes -
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal that displays the total number of voicemails, the count listened to and resolved, and the average response time on how quickly team members are listening to and resolving voicemails.
5 votes -
Real-Time Dashboards Should Have Ability To Identify Queue Outbound Calls
My agents make outbound calls on shared queues, not using a campaign, but the realtime dashboard doesn't have the ability to show inbound vs outbound queue calls.
6 votes -
Details of Refused calls in Analytics report
Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.
33 votes -
Abandoned Call Definition is misleading
The current definition of Abandoned calls in a call queue is: Count of all queue calls that were not answered by a user (includes VM)
Expected definition is: Count of all queue calls that were ended by the caller.
Suggest changing this definition as it can be extremely confusing for at a glance analysis.
Calls that get routed to a voicemail should not be counted as abandoned. Likewise, calls routed to another call queue via the wait time timeout or max calls in queue threshold should not be counted as abandoned. Those calls should be counted as "transferred out" or…
5 votes -
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
65 votes -
Ability to generate dashboard for fax
Run a report to see our usage of fax for all users.
2 votes -
Have the option to have a toggle for compact, and detailed view, For bussiness analytics dashboard
Due to the update of bussiness analytics dashboard, extension number after the Call Queue Name are not longer showing. Please have the feature where there is a switch toggle for compact and detailed view We can have the capability to see the extension number where the call went to.
Detailed Observations:
Historical Data (March 2, 2026): The call logs clearly show extension names followed by their specific numerical identifiers (e.g., "(MS) Nuvias 3074).
Current Issue (March 6, 2026): The call logs show that for similar "Queue Calls," the numerical extension suffix has disappeared, leaving only the name (e.g., "Yealink Hotline…1 vote -
Have a report which shows all uses who have a divert on their phone
Have a report which shows all uses who have a divert on their phone
33 votes -
Shows AI total minutes used in AI reporting
To be able to see total minutes of AI usage even if we go over the allotment
2 votes -
User Group Manager Access
User Group Manager Access. Where the Manager of a particular User Group can only access the Call Log of their assigned members.
2 votes -
Please include call time of day for better tracking
Please include call time of day for better tracking
1 vote
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