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842 results found

  1. If a call got routed over to a call queue and missed by the initial member in a sequential call pattern and got answered by the 2nd user, missed call is being logged by the system. it is confusing customers on how many calls were really missed on that call queue.

    6 votes

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  2. Hi Team,I am writting in behalf of Hugofor this feature product update be available in the future

    1 vote

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  3. The callers dialed number should reflect both the number and name in the reportsExample 877-842-3210 United Healthcare or Unknown, if its unknow, we shall able to add the name similar to Truecaller

    1 vote

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  4. There discrepancy between performance reports queue and users queue
    There are some that is matching on for the answered calls and the total calls if we add the number of transfer but there are some that the number of the answered calls versus the number on the total calls under the user on the same queue is less.
    If we have a visibility to see the reason of the answered calls vs the total calls on the call queue user tab on analytics it will be beneficial for the customers that is managing the calls that is going to the…

    9 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. I would like to see the disconnect information in the QOS analytics reporting. This would be beneficial for troubleshooting issues. There is already a lot of data for the call. The disconnect information would further round out the call life cycle. It would also help when working on call quality/disconnection issues.

    2 votes

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  6. We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see the average calls by weekday and time. (Sundays at 9 AM, 10 AM, 11 AM... Mondays at 9 AM, 10 AM, etc.) All of the analytics available make this unique by date, but we want to look at the AVERAGE over 12 weeks of Sundays at 9 AM. That will result in better…

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. It's useful to have Analytics Reports of Calls made and received by user extension that shows their numbers.

    1 vote

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  8. ...alls View details Abandoned View details on missed calls. To monitor the abandoned calls and to check the datails about the phone numbers abandoned

    1 vote

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  9. Report showing when voicemails are received and outbound calls to the same number that left the voicemail. This would be a very helpful tool in managing employee response to voicemails.

    7 votes

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  10. We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate widgets.

    1 vote

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  11. Need to download individual day-to-day reports at a time for multiple days. Even if I select from 01-06-2023 to 16-06-2023, I'm getting all the data in one slide. I need to get day to day report

    1 vote

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  12. Currently we have access to the Company Numbers report. We need that same format to reflect All numbers assigned to our account (both in use and in inventory).

    7 votes

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  13. Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data

    4 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. total report of Analytics with transfer details and user who answer it

    1 vote

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  15. Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, but having a retrospective could help determine why missed calls occurred and help pinpoint tech issues when multiple VoIP services are being used congruently.

    11 votes

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  16. 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.

    529 votes

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  17. To be able to know how long a call has been monitored for the productivity of quality auditors. Apart from being part of the Reports/Analytics, it should also be available for Salesforce Task Object

    2 votes

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  18. There are so many kpi's, all useful, but higher level execs will not know how to interpret their function. Including the kpi's, preferably as a note in the excel cell where the title exists, similar to the note shown in the online dashboard where kpi's are selected to add to the widget, would be super helpful.

    1 vote

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  19. Our team monitors the Queue on a larger screen from their workspace. A sound notification would help them not have to get up and check over the cubicle wall rather just listen for the notification to know there's a call in queue

    2 votes

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  20. I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.

    48 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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