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1001 results found

  1. 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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  2. 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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  3. 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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  4. 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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  5. Call reports showing the users with numbers. Just like in Company Numbers

    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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  6. Issue / Customer Request: Customer requested to view details about the following information in Analytics portal: View details Refused c...

    ...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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  7. Voicemail reporting

    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.

    8 votes
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  8. LOB Date Range, Set Days and Time: Allow time parameters for overnight

    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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  9. Performance Report: Download Multiple Daily Reports at a Time

    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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  10. Number in Use Report

    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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  11. Adoption and Usage

    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

    6 votes
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  12. total report of Analytics with transfer details and user who answer it

    total report of Analytics with transfer details and user who answer it

    1 vote
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  13. Agent Activity Report

    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.

    13 votes
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  14. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    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.

    584 votes
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  15. Report on the Duration of How Long a Call is Monitored

    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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  16. Include KPI's in LOB export

    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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  17. add sound notifications on live reports when a call hits the queue

    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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  18. Reporting Capability on IVR Menu for key presses

    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.

    64 votes
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  19. Reporting of metrics broken down per day in a select period of time i.e. Only every Monday in a month

    This is useful to compare metrics and output of users in a more specific timeframe, especially on days where the office may be busier with calls. You could compare every Monday within a month for example in one report, to see productivity. This allows you to make a more accurate comparison in relation to call volume and productivity if Mondays are your busier days of the week. There are ways around this by pulling reports individually and compiling data, but having a shortcut would be nice!

    3 votes
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  20. As a super admin ability to edit live report dashboards that are owned by someone else

    Please add the ability as a super admin to edit, delete, transfer ownership of dashboards that are owned by other people. This would help with employee turnover and adjusting dashboards when the employee is not able to.

    16 votes
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