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1017 results found

  1. different export file formats for the same report gives different data - what shouldn't be

    If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    14 votes
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  2. Allow you contact center folks to be able to see Analytical Reports

    I have a dashboard set to show how we are performing at any point of the day - including Service Level. I cannot share it with my team however, because they don't have sufficient privileges. I would like for them to be able to constantly see how we are performing to our KPI's.

    1 vote
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  3. IGT DIAL REPORT UPDATE

    Please adjust the daily report

    2 votes
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  4. Automatic Reports for Live Reports

    It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues

    4 votes
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  5. International vs Domestic

    There is no way to separate international calls vs domestic calls inbound and outbound in reports so we can see how many minutes are being used for each. This is disturbing that is is not a part of the reporting feature

    2 votes
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  6. Call Log - Outbound Call Recording Filter (be able to filter and select multiple users at a time)

    Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    7 votes
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  7. Performance reports - Column to be added for number of "Connected" calls for Users tab.

    We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.

    2 votes
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  8. Ability to modify the excel report from Analytics Subcriptions.

    We need option to modify the fields and tabs that are included in the Analytics Subscriptions reports.

    1 vote
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  9. Add metric in Business Analytics/LOB for calls answered via call pick-up

    We've found that when someone answers a call via call pick-up, doesn't get counted in Business Analytics/LOB. The addition of the metric would be useful because we can then see how department call pick-up groups are performing as a whole.

    2 votes
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  10. Audit Call Listening

    Would like to understand how many / which managers are listening to team calls live via the HUD

    1 vote
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  11. Report for the Voicemails that were already called back

    On an account that had many missed calls and voicemails, it would help if there is a report that will show on how many of the voicemails or missed calls were already handled/called back.

    4 votes
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  12. Missed Call on the call queue Should have the more details view for missed call made by caller and made by the Users

    Customer requesting to have more detail view showing the seperate information of abondoned call details made by the caller and the abandoned call details made by the user

    2 votes
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  13. Allow a Report to run based on which setting users are using

    Would like to have a report to see what features users have enabled (such as auto-answer calls)

    2 votes
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  14. Analytics should not states calls are missed when it was answered

    Call Queues calls shouldn't states it was missed on Analytics when the call was answered.

    4 votes
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  15. Missed Calls/Abandoned Calls KPI in Analytics Portal though the call has been answered by other call queue memebers.

    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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  16. audit trail for who create modify remove dashboard on analytics

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

    1 vote
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  17. Call indentifier, provide the name in the reports

    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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  18. More detailed and accurate performance reports

    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…

    10 votes
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  19. I would like to see the disconnect information in the QOS analytics reporting.

    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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  20. Analytics to report on average calls per hour

    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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