848 results found
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It would be nice to be able to clone/copy alerts to make these easier to set up
I tyhiunk we save system managers time in setting the system up
1 vote -
Ability to change analytics time zone as needed
Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…
7 votes -
Add KPI for "Not connected" call length - Performance reports
We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.
1 vote -
voicemail response time
Add columns to the LOB analytics to display length of time voicemail sits in "new status"- average, max and minimum. This would help us monitor staff response time to inbound calls that go to voicemail.
3 votes -
Add ability to create forecast reports in Analytics
This would be great for managers of call queues to get an idea of how many calls to expect in the coming week on certain days, or certain holidays for example
3 votes -
Add Handle Time and Answered to Outbound KPI
Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.
1 vote -
Fix your call reports
To work
1 vote -
Allow import of Call logs from CC to UC or vice versa
would like to be able to export call logs/contact history from CC or UC and then import it to the other
3 votes -
Duplicate analytics report
it will provide an accurate information about live reports if it's not duplicated
1 vote -
Stratify First-time Callers from Repeat Callers
It would be helpful to be able to breakdown total calls between repeat callers and first-time callers in order to better determine conversion rate of new callers to sales.
7 votes -
Add Week-to-date as a date range filter for calls
Having the option to track week to date calls allows us to see how we're tracking over the course of the week.
21 votes -
Call Report for Dropped Calls
Call Report for Dropped Calls
5 votes -
All SMS from RC (including voicemail notifications) should be included in a log.
All SMS from RC (including voicemail notifications) should be included in a log. This was we can search as an admin for particuar numbers to ensure they are no longer receiving VMs.
7 votes -
abandoned calls
should have a report on the analytics on where you can see the number of abandoned calls or ended calls while waiting on the line before going to our vm.
3 votes -
Analytics Report Issue
Add a reason why the call didn't go through even though it's beeing counted in the #'s
2 votes -
Selective application of global filters
We would like to be able to change the dates globally on a dashboard without also having to change hours or days of the week for day segmentation analysis.
1 vote -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
Choose between internal and external calls on Active Users graph
It would be useful to be able to share the graph of Active Users just based off external calls.
1 vote -
Download Adoption & Usage page as a PDF
I need to download the Download Adoption & Usage page as PDF. The performance report is no way near in depth as the Adoption & Usage page.
5 votes -
Select individual days for scheduled reports
I'd like to be able to select indivudal days for scheduled reports. Currently you can only select Every Day, Weekly or Monthly. It would be very useful to be able to select individual days like Mon-Fri to mirror our business hours. Thank you!
5 votes
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