1119 results found
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Synchronized Call logs and Analytics Deletion
When call logs are deleted, analytics reports should be deleted in real-time too.
2 votes -
An ability to set up multiple scheduled report deliveries
I have a user who is looking to schedule multiple call reports containing differing parameters to be emailed to separate users. We were able to set up one, but could not find an option to schedule additional reports containing alternative parameters. Put more simply, we are looking to set up multiple scheduled report deliveries so that User X receives a report containing info from parameter set A, and User Y receives a report containing info from parameter set B.
4 votes -
Add bulk phone number in the custom rule from auto receptionist
customer wants to add a lot of number in bulk from their custom rule in their auto receptionist.
4 votes -
Adoption & Usage to include Voicemail, SMS, and FAX
To create a report with Voice, Voicemail, SMS, and FAX usages is a complex undertaking and may require considerable effort.
3 votes -
Ability to remove the automated message played at the end of a conference call
We have requested the removal of the automated message played at the end of a conference call — “The caller has disconnected the call.” You previously informed us that this message had been removed, but it is still being played. Could you please look into this, as it is negatively impacting the user experience?
2 votes -
Analytics report for SMS and Fax
Have the option to see what number(s) each extension is actually using in Analytics report for SMS and Faxing as we want to know which numbers are being used for Faxing and for Texting per each site/extension.
4 votes -
Access Analytics Reports and Call Queue Admin without changing the role and permission
Analytics Reporting access and Call queue admin access.
Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.
Is there a way to give this access to those users without giving them more permissions than what they need?
9 votes -
Individual Call Lifecycle
We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…
17 votes -
Request to Include Abandoned and Forwarded Calls in Performance Report
To improve our call monitoring and reporting, I request that you add both abandoned calls and forwarded calls to the performance report. Since we cannot provide call log or admin portal access to everyone, having these details in the report will help relevant team members track call activity and performance without needing direct system access.
4 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.
2 votes -
Download the Call records Essential on Business Analytics Essential
Customer wants to have option to download the Call Record on the Business Analytics Essential
2 votes -
Have the ability to hide fields
When creating a custom report/ calculation, there is currently no way to hide fields that are a part of the calculation. We would like the ability to hide certain fields so that when we export it to Clients, they are not visible.
2 votes -
Include the phone state in the data analytics for examples time spent in DND
If able to see time someone spends in DND then it makes it more effective to performance manage when they can be shown the data. This will also allow targets to be set for team members for time spent in DND whilst on their shift.
3 votes -
Report that will show a call being transferred from RingCX to the Ring EX
The customer would like to have a report that will show a call being transferred from RingCX to the Ring EX.
2 votes -
The current fax transmission email notifications do not include the extension user's name.
The current fax transmission email notifications do not include the extension user's name. To improve tracking and accountability, it is requested that these emails be updated to include the name and extension of the user who is sending the fax and the user the fax is intended for.
1 vote -
Call Routing Map Diagram
We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.
3 votes -
historical dashboard
On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).
3 votes -
analytics alert when devices are offline
Analytics alert when devices are offline, add as an option
2 votes -
Agent Acceptance Rate in the Inbound Queue Overview report
For the inbound queue overview report (in the standard historical reports), I would suggest that the agent acceptance rate shall display or show the actual percentage of staff's performance in a decimal point or digit number, instead of rounding up the tenth digit to a whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the acceptance rate should be 7416/7438 = 99.7% (not 100% by rounding it up). I am glad to see the data with 100% if my staffs actually handle the call 100%. But if they did not handle it…
2 votes -
Setting up Timezone for Performance and Live Reports
It would be best if there is an option to change or set up our desired Timezone for Performance and Live Reports.
2 votes
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