1146 results found
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Call Log to show the name of who answer the call
In the Call Log report, we want to quickly identify who accepted a call. However, even when a call is answered, the name of the user who owns the phone is not displayed immediately. The user’s name only appears after clicking on the call details. We would like this information to be shown upfront.
2 votes -
Performance Report for 1 -Year
extend the time range for 1 year or more instead of 6 month period
1 vote -
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…
18 votes -
Live Reports on Wallboard direct weblink
We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.
2 votes -
The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.
The customer wanted to have the option to disable automatic AI notes using her portal for a specific user.
1 vote -
Ability to change the wrap time message in Queue settings
When ACW countdown ends, the message says "Your breaktime is over" - Can this verbiage be changed?
1 vote -
Ability to pull an entire year of data within the performance analytics
I should be able to pull more than 6 months worth of data. If I need to pull YTD numbers I should be able to export that from the site without having to go back into old excel files to try to get the data.
1 vote -
Analytics alert when the number of calls exceed threshold
looking at the Alerts section in the Analytics portion of the portal to configuring an alert
when a specific call threshold is exceededwe need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.
8 votes -
Add the Session ID column to Detailed Call Log Reports
Add the call Session ID to the Detailed Call Log Report so we can easily group the calls together.
The Session ID is already part of the call data, and part of the Anayltics reports, so should be simple to add to the Call Log Report and make it 100% MORE useable in the process.1 vote -
Would like to have physical technicians to work on my Deskphone
Customer would like to have a technician to come over to provision the phones for them personally.
2 votes -
Inbound calls that go to a Group shouldn't count as as multiple calls.
Inbound calls that go to a Group shouldn't count as as multiple calls. Currently when we are looking at answered calls, it is such a small percentage of our total inbound calls. It would be useful for that to count as 1 call so we have better metrics on actual calls coming into the business and then actual calls being answered or missed.
3 votes -
Ability to schedule subscriptions on the half hour
We send out a phone time report using another system. I would love to be able to do it from this system but i want it half way through our prime phone time. Which is 10:30am and 3:30pm which does seam to be available with your system.
1 vote -
Business Analytics Dashboard and Reports Share or Export to other accounts
Large accounts where there are more than 2 accounts should be able to create a dashboard or report and share with the users of another account without recreating the whole report or dashboard from scratch. Ideally allow the export and import of the dashboard or report.
My accounts have 10,000 per account (will have 4 to 5) and 20,000 call queues in each. Sharing of the reports would be beneficial.
2 votes -
Choose multiple call queue when creating subscription on analytics
Generate a consolidated report of user data across multiple call queues.
I have multiple call queues with the same users, and It's better to have a weekly report that provides call statistics for each user in each queue, including total calls, average calls per day, and average handle time.
4 votes -
Ability to Filter Phone Numbers
The customer wanted to get the reports on how many times the ANI called their number. They wanted to have settings for filtering the phone numbers on how many times it called their main number.
2 votes -
Ability to generate reports who joined the audio conference via a dial-in
Ability to generate reports who joined the audio conference via a dial-in
4 votes -
Total call time includes incoming and outgoing calls
Total Call time widget that shows both Incoming AND Outgoing call timers for a user.
3 votes -
Generate Report for calls being monitored
Calls that are monitored are not showing under the action tab for call logs
5 votes -
Critical Hard Phone Failure Log (e.g., Phone Freeze, Auto Reboot)
We are experiencing critical issues with Poly phones, including unexpected reboots and freezes during calls, despite QoS reports indicating "good" status. Unfortunately, no logs are being recorded for these failures, which hampers troubleshooting efforts.
3 votes -
Ability to pull assigned queues within Performance Reports along with Department.
It would be nice to be able to pull the list of agents with their department along with their assigned queues, this would prevent a lot of side work for other outside reporting
1 vote
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