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10 results found

  1. bye

    It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.

    20 votes
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  2. N/A Call Scoring

    Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable…

    6 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  3. Hybrid IVR and Call Queue

    I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    6 votes
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  4. Live Real time QoS monitoring for each call

    in QoS Report, on the call part it would be helpful to expand the Live Call and see or display QoS for that Live Call to assist in troubleshooting and isolating cause, have necessary details for escalation

    3 votes
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  5. KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    KPI for % of calls answered within 20 seconds. Need this report for each user on a daily basis and call information should be as detailed a

    3 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  6. Persist analytics filters when changing tabs within reports

    When changing tabs in QOS analytics reports, you lose your filters. If I pick a site in Overview then want to drill down into its calls by clicking the Calls tab, the filters reset and I have to re-choose the site - for example. This is highly annoying and seems like a waste of time.

    2 votes
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  7. audio graph

    It would be helpful if we would have an audio graph showing on the analytics portal. Audio graph to show if there are sudden issues with the audio within the call. To also help identify the possible causes of the audio issue.

    2 votes
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  8. More options for how Quality of Service reports are calculated.

    Be able to identify and report calls based on other metrics such as Minimum call quality or maximum length of "Good" call quality. Right now a call is considered "Good" if it disconnects and reconnects every two minutes.

    2 votes
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  9. 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
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  10. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, system can perform callback? and report it

    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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