203 results found
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Business Analytics - Dashboard Easy Access
The objective is to deploy multiple displays in different venues without access to a keyboard and mouse, yet still be able to display the dashboard.
The customer would like to request that the dashboard stop hibernating to reduce the need for credentials to be re-entered repeatedly.
1 vote -
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.
4 votes -
KPI: AHT per Day per User
Have an option on the business analytics on the KPI selection an Average Handling Time per day per user
1 vote -
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 -
Filter answered call by seconds
Able to filter the call that was answered within 15 secs and more on the business analytics
1 vote -
Performance Report - Calls KPI by site
Ability to create KPI Performance report based on site like how report can be created for Call Queues.
This provides a site based view of incoming calls for example to a site overall. Number of Incoming calls / abandoned calls / average calls length per site etc.
1 vote -
Call logs adding contacts
Hi Team
Please include a feature were we can remove or set a role for a user disabling adding contact in the call logs feature
1 vote -
Business Analytics Dimension Filter - See Only Calls That Have Gone to a Queue
Currently, when trying to see calls that were received for a specific queue, you must have at least one user within that queue selected to see the calls that went to that queue. I want to be able to see calls that have only gone to the queue and not also calls that went to the users within that queue.
1 vote -
Synchronized Call logs and Analytics Deletion
When call logs are deleted, analytics reports should be deleted in real-time too.
2 votes -
Feature Request – Export/List of Extensions with Voicemail Status
Description:
Customers are requesting the ability to generate or export a list of all extensions (across multiple companies/sub-accounts) with a column or indicator showing whether voicemail is enabled or disabled for each extension.Current Behavior:
There’s no existing feature or report that provides a consolidated list of extensions with voicemail status. This can only be checked manually by reviewing each extension individually in the admin portal.Requested Enhancement:
Add a bulk export/reporting option in the admin portal or reporting tools that includes:Extension Number
Extension Name / User Name
Company/Sub-account (if applicable)
Voicemail Enabled (Yes/No)
Use Case / Business Justification:
…
1 vote -
Average data by number of users in a group
Have the option when creating or filtering a widget to aggregate any Call data point by the Sum divided by the numbers of users in the group, department, or site.
This would allow for proper comparisons when team sizes are aren't the same between groups.
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 seconds to the call log timestamps
Add seconds to the call log timestamps. Sometimes a lot of things happen in a single minute, it would be good to be able to see the seconds in the timestamp field
2 votes -
User fax enabled list
Need to have an option to generate a report that will show the list of users who has their fax settings enabled. Having a lot of users, this'll be a great help instead of going thru the users one by one.
2 votes -
Live Call Translator
Need a service to have a live call translator to facilitate calls with Spanish speaking patient with English speaking office staff
3 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 -
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 -
Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?
Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.
15 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
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