1350 results found
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Same-Day Missed Call Return Report
We'd like to propose a new analytics report feature that tracks whether users return missed calls within the same day. This report would provide valuable insights into our team's responsiveness and help improve our customer service metrics.
Key details for the proposed report:
- Identify missed calls
- Track if these calls are returned by the same user
- Filter for returns made within the same calendar day
- Display data in an easy-to-read format (e.g., percentage of missed calls returned)6 votes -
Add multiple email recipient on Call Log Delivery Setting
Description: Currently, the Call Log Delivery Setting allows only one email address to receive call logs. We request the implementation of a feature that permits multiple email recipients to be added for this setting.
Reason: Allowing multiple email addresses for call log delivery would significantly enhance collaboration and communication within teams. It ensures that all relevant stakeholders—such as managers, team members, and support staff—receive important call information simultaneously, improving response times and facilitating better decision-making. This feature would streamline operations, reduce the chances of missed communications, and foster a more integrated approach to team management.
6 votes -
The capability to log the time stamp of Desk phone DND status.
It will be better if we can log the DND time stamp of the desk phone for monitoring.
6 votes -
Ability to send report via email immediately.
I would like the ability to create the report and have it sent via email without having to wait for the date and time to tick over to auto generate.
There needs to be a send now option when you have a saved report.6 votes -
Allow Analytics Data to be pulled via API
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
6 votes -
Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension
We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:
- The number of inbound and outbound calls on an external number being searched.
- The list of users that had a transaction on the external number being searched, inbound and outbound.
- The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.
Thank you.
6 votes -
call score
Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....
6 votes -
give option a user to access call logs for particular users
give permission a user to access call logs just for particular extension
6 votes -
Outbound Caller ID information in Perfomance Report
I need assistance in identifying the caller ID on the performance report.
6 votes -
Limited access to Call Logs / Recordings
Sean wants to create a custom role in which David and John only has access to a limited set of users or users that are assigned to a specific site.
6 votes -
Expired Meetings - To be able to look up expired Meeting ID's
Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.
6 votes -
Select multiple users in the reports call log
Add the option to select multiple users in managing call logs in the reports.
6 votes -
Option to delete sms log report
The company will be taken over by a different owner and would like to have the option to delete all SMS Log reports.
6 votes -
Support Monitored Calls in Business Analytics
When a call has been monitored, the call is no longer showing in Business Analytics.
6 votes -
Agent Details
I don't understand why the Agent details in Live Reports is ONLY accessible for that day. There needs to be an option to get a detailed report in that format with how many calls each agent took for each queue after that day without having to manually calculate myself.
6 votes -
Adding subscriptions for Quality of Service
Problem:No option to add a daily subscription for Quality of ServiceSteps to Reproduce1. Go to Reports Tab2. Analytics Tab3. Subscriptions4. Create New5. Clicked Report Type ( tried to create new subscription but see no option for Quality of ServiceActual Behavior: When creating a new subscription, there's is no option showing for Quality of ServiceExpected Behavior: To add an option of adding subscriptions for Quality of Service
6 votes -
Performance Reports Line Graph
It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file
6 votes -
Analytics, average number of calls during a period (not just a day)
I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.
6 votes -
Report showing Users and CQG Voicemails
Would like a report that shows you users/CQGs current number of VMs in their VM inbox. Would like to see date of oldest unheard and total unheard as well as total count of all VMs (both unheard and heard)
6 votes -
Analytics should not states calls are missed when it was answered
Call Queues calls shouldn't states it was missed on Analytics when the call was answered.
6 votes
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