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  1. Customer noticed that on the call logs detailed/simple view some of the calls either missed or accepted, the user extensions aren't shown on the first column unless it is set to expanded view. Customer wanted to see if it is possible to show the extension number of the user that had received that call whether the call log is set to simple or detailed view.

    1 vote

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  2. On the Users with extensions data export it would be very useful to include the extension has a handset assigned, its mac address and the current status of the handset whether is it online or offline. We have a large number of handsets required for health and safety reasons, It would be beneficial to be able to export this information in one download. We have over 1000 handsets in our organisation.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  3. Feature Request : Lower/decrease recordings retention period

    Details : Customer wanted to reduce call recording retention from 90 days to 60 days

    Significance of the feature : To reduce the days of the retention

    Current behavior : 90 days for recordings

    1 vote

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  4. Customer wanted to have a feature for call log reports that will send them the last 6 months of the call logs. Not just the option for daily, weekly or monthly and also get an option to select specific time when the report will be send.

    1 vote

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  5. When users are answering incoming calls on the mobile application, it's currently reflecting on the call log that the call is transferred to main telephone number. These calls that reflects as transferred to the main line are adding on the number of outbound calls that reflects on the Scheduled Detailed Call Log Reports. To avoid confusion and so the data would match on the downloaded Detailed Call Log report, calls answered on mobile should not be logged as transferred to the main line and should not add up to the number of outbound calls on the Scheduled Detailed Call Log…

    1 vote

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  6. Have a rep profile for each person in the system. Their profile can contain a dashboard with an overview of their scores and how they are doing. Not just a singular call overview but how they are doing all together with features from the scorecards and trackers. This would allow us to view if there is an over all spot a rep is having a difficult time or improving over time.

    1 vote

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  7. 1 vote

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  8. no widget showing answers to outgoing calls.

    1 vote

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  9. The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.

    3 votes

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    New  ·  1 comment  ·  Accessibility  ·  Admin →
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  10. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, can the system be built to perform a callback? and add it as a reporting metric?

    1 vote

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    New  ·  0 comments  ·  QOS  ·  Admin →
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  11. Allow Analytics Data to be pulled via API

    The customer would like to retrieve analytics details via API in order to check the call disposition per user

    3 votes

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  12. In the Business Analytics tab, we are wanting to get a trend graph that would show call volume split by every quarter hour (15 minutes) to allow us to better plan out lunch timings for our agents.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  13. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    10 votes

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  14. Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.

    1 vote

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  15. Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.

    1 vote

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  16. The capability to select what details will show on the downloaded user list file.

    1 vote

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  17. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    11 votes

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  18. Update the locked user access email being sent to the Super Admin email.

    The super admin email is notified when an extension gets locked out for an incorrect password. The email received contains a way for the user to reset their extension, however, it doesn't fit for the admin to reset it. The content should inform the admin that there is an attempt to log in to the account multiple times resulting in being locked out.

    Admin should be informed to contact the agent if it's valid and help them reset the password if they initiate it. Otherwise, it is…

    4 votes

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  19. According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.

    Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.

    2 votes

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  20. I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.

    Currently there is no ability to set up an alert when no agents are logged in.

    2 votes

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