1167 results found
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Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc
I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.
663 votes -
external shared directory in roles should have a function to turn on for certain users
external shared directory should be able to activate and de activate in roles should have a function to turn on for certain users
1 vote -
Automatic sending of AI notes to email
Automatic sending of AI notes to email, so that they will be received by the recipient without manually going to the app.
1 vote -
Quarterly Reports
PLEASE give us the ability to subscribe to quarterly reports.
4 votes -
Include the IP address in password reset email to identify the source of the password request
Would like to have the IP address of the user who is attempting to trigger a password reset to be able to identify whether a user is having some trouble or if this is an attempt from an outside source to access the account.
12 votes -
Calculate Ring Time, Hold Time, Live Talk Time from Call Log data
Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.
15 votes -
reports for phone calls that should have ended—but where the user remained on the line
pull up a report of calls left open by agents. For example. Agent is speaking with the customer, the interaction ends but the call is left open by the agent. Is there anyway I can track that?
Lets say I have an agent with a 20 mins call. He spoke with the customer for 10 minutes (Call was supposed to end at minute 10) and he staid with the call for 10 more minutes without any further actions.
2 votes -
Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
3 votes -
User List Incoming Call Set up Report
Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.
Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.
This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…
8 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.
4 votes -
Report Tool for AI Notes
To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.
16 votes -
Delivery settings of Recorded calls
To have the ability to set the delivery settings of the recorded call to be forwarded to certain email address
1 vote -
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.
3 votes -
Ability to tell how many users are using AI Notes in Analytics
Ability to tell how many users are using AI Notes in Analytics
5 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…
2 votes -
Recycle bin for deleted recordings and messages
A Recycle bin for deleted recordings and messages should be created so that customers can still retrieve them.
2 votes -
analytics alert when devices are offline
Analytics alert when devices are offline, add as an option
3 votes -
ringcx analytics historical report filter days
Agent state must be under Agent Group and not universal.
2 votes -
Live Sales Reporting Integrated with Live Call Reporting
Live sales count dashboard integrated with the live call count dashboard. When employees have sales counts and call counts that need be met this will allow us to see team and personal metrics that can be tracked to ensure our system is reflecting sales activity as well as call activity accurately.
1 vote -
customize fields in A&U download
Customize fields in A&U download - allow the user to remove certain fields (e.g., Endpoint, Version, Last Used) before downloading the data. This would allow a more concise summary.
1 vote
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