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950 results found

  1. only show the extension who answered the call

    Currently, when the call goes through a call queue and there are multiple users who were offered the call, they all show up in the reports in the Analytics Portal. There should be a report filter that would only show the user extension that answered the specific call and would count as one call to avoid confusion in the reporting.

    1 vote
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  2. Ability to send subscriptions ad hoc vs waiting for the next top of the hour.

    Ability to send subscriptions ad hoc vs waiting for the next top of the hour. Have an option to 'Send now'.

    1 vote
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  3. Ability to add user extension instead of DID in the callers section of custom rule

    Ability to add user extension instead of DID in the callers section of custom rule. The customer doesnt use phone# when caller each other internally but only extension number that's why they wich to have an option to add an extension as an option for the "callers" section of custom rule.

    2 votes
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  4. The ability to generate a report displaying the last recorded MRR of an account before it churns or drops to zero.

    The ability to generate a report in SFDC displaying the last recorded MRR of an account before it churns or drops to zero. This would help track the total churn rate and measure MRR attainment effectively and seamlessly.

    1 vote
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  5. Call queue is forwarding a call during business hours and being tagged as abandoned

    If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  6. Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  7. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  8. ability to download in bulk voice recordings before they reach the 90 day expiration

    I would like the ability from an admin access page download all voice recordings for specific extensions that are about to exceed the predefined archive value. We need wire recordings for over a year and it would be nice to download them in bulk by an admin instead of the user downloading then one at a time.

    1 vote
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  9. SMS logs download per user

    To have the option for downloading SMS logs per user extension

    2 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  10. Tagging Auto-Forwarded/Rollover Calls as "Forwarded/Transferred" and not "Missed" on Performance Reports/Analytics

    In order to have a more proficient and accurate reporting, auto forwarded or transferred calls should not show as missed on the prior extension where the call originated. This prevents the report to misidentify missed and transferred calls.

    1 vote
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  11. spam

    Need the ability to review performance and exclude calls flagged as potential spam from the stats

    1 vote
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  12. Work hours bulk user list

    Ability to generate a list of work hours for all users.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  13. Include Limited Extensions Call Data to Analytics Reporting

    Enable call data from Limited Extensions to be included in Analytics Reporting, allowing businesses to:

    Monitor call activity for Limited Extensions.
    Generate reports for internal tracking and auditing.
    Gain insights into overall system usage and performance.

    1 vote
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  14. Have a report which shows all uses who have a divert on their phone

    Have a report which shows all uses who have a divert on their phone

    27 votes
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  15. Save option for reports in Business Analytics tab in Analytics report portal

    It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  16. QOS for contact centre users

    With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.

    1 vote
    New  ·  0 comments  ·  QOS  ·  Admin →
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  17. Historical Reporting handle count for digital channels in RingCX

    On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. Ability to download the Dashboard under the Digital Analytics in RingCX

    Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.

    The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.

    They are using this report to do forecasting so that they will know how many agents they need on a particular day.

    2 votes
    Needs More Information  ·  0 comments  ·  Other  ·  Admin →
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  19. Lock Ringtone Volume for Polycom

    Looking for an ability to have the option to Lock the RingTone Volume for any Desk phone devices (Polycom) so that other users cannot adjust the volume

    e.g : The manager one of our stores is hoping to see if we can set the Ringtone volumes of the desk phones so users can't turn them down or off. Thanks

    3 votes
    New  ·  0 comments  ·  Rooms & Devices  ·  Admin →
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  20. Call Park

    Call Park location should be accessible to see on desktop/mobile app.

    1 vote
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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