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  1. Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were.This would be useful because it will allow analysts, and by extension managers, greater visibility into what calls are being abandoned. It is hard to know when these abandons are happening, where they are coming from, how long the caller was trying to wait before hanging up, etc. without more granular data.

    4 votes

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  2. Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.

    4 votes

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  3. If an IVR has 6 options I want to have a computation percentage on each option. This will definitely help us determined on how many percent customer's presses each option on IVR to show on performance reports. Because we really need that.

    4 votes

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  4. it would be useful to be able to analyze which missed calls and voicemails have been returned. We are operating medical practice and our goal is to return all voicemails ASAP. Currently we are exporting all the calls in the Excel and then through some number crunching finding out which voicemails and missed controls have not been returned. If such analytics feature exists, it would save lots of time to do Excel work.

    4 votes

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

    4 votes

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  6. 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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  7. 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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  8. Please could you implement a way that we can create a report based on certain inbound numbers/or contact. Use case as an example, say we want to track the amount of inbound calls from a particular client for a week, month etc.

    4 votes

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  9. We would like to have the ability to compare KPIs day over day for the previous week. For us it is showing missed call % by user for each day of the week so we can track trend

    4 votes

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  10. I think it would be a great idea to have the end date of a custom range auto update daily to the next date in order to create a live analytics that we can view without having to manually update the custom range on our end. We have several platforms that use this in regards to analytics. This allows us to freely create dashboards and view our analytics without worrying about custom ranges.

    4 votes

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  11. It would be beneficial to us business owners if we can easily understand the terms used in call log and analytic report. Please have more detailed information or brief explanation in terms of why the call failed, who hanged up the call first, what are the factors that caused the call unsuccessful.

    4 votes

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  12. needs to get the performance report from different months but only wants the data from weekdays, doesn't want to use weekends

    4 votes

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  13. We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied to the users account so they can only see their call metrics.

    4 votes

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  14. There should be a way to see how long an agent has been on their current call. This would be benefical to managers/leads to be able to monitor so that they can accurately staff the queues, resolve issues, etc. For example, if a manager sees that their agent has been on a call for an extended period of time, they would know they need to perhaps reach out to the agent and see if there is any way they can assist the agent or if there is an issue that needs attention.

    Most voip and phone system companies have this…

    4 votes

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  15. When filtering the date to "yesterday", the system will default the time from 12AM to 11:59PM. And when we try to change the time, the system will then filter it together with the date.What we need is to have a default filter of "Yesterday" with the option to change the time that would be covered without the system specifying it to yesterday's date so it can be reused for other days.

    4 votes

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  16. The ability to favorite your teams live report for faster and easier access when there are multiple Live Reports. Its time consuming and frustrating to favorite the page but every time you load it you have to scroll through multiple teams to locate the one your team uses.

    4 votes

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  17. The ability to check performance reports of all call queues even though you're not assigned as manager to it

    4 votes

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  18. Why have a wall board mode if you're going to keep those silly warnings and license status download buttons. Please remove these to make it a true wallboard.

    4 votes

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  19. How do I get a audit report for
    - login/logout times
    - desktop / mobile app

    4 votes

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  20. It would be great to have a simple, easy to access report showing the app version used by all users. If this is available now, it's not obvious. If RC is going to force a minimum app version, which is reasonable, it should make it easy for admins to identify non-compliant users.

    4 votes

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