1101 results found
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Add time slot filter in Adoption & Usage.
We have a staff of recruiters that are on the phone a lot throughout the day. It would be extremely helpful to be able to run a phone usage report where we can filter in a set time slot. Example: April 3rd from 1:00 pm - 3:30 pm.
4 votes -
Call Reporting \ Analytics for the Standard User
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 -
Display active call lengths for ongoing calls
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 -
Report that shows user Call Recording Status & Permissions
This would allow admins to view the users who already has Automatic Call Recording and whichever Permission they have in one go. Very useful if you have a big amount of users
4 votes -
Report Subscription Customization
For Analytics Report, It would be great if we can add customs subject and make in only delivered on specidic Days of Week an don specific Time.
4 votes -
Call reports from frequent callers.
I can see the reports to count calls by user and queue but I want to get a report showing customer's phone numbers who have called us multiple times from the same number
4 votes -
Add Download option in the queue call details page of Business Analytics
Current behavior: Go to Business Analytics > Queue dashboard > Select the queue in the filter > Click on the name of the call queue to view the details of the queue calls. There is no download option unlike in the Performance Reports.
Expected Behavior: It would be helpful to have the option to download the queue call details report.
4 votes -
The ability to check performance reports of all call queues even though you're not assigned as manager to it
The ability to check performance reports of all call queues even though you're not assigned as manager to it
4 votes -
Remove Clutter from WallBoard
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 -
Detailed Transfer Call Report
A report that pulls information for the transferred calls per user. We would like a more detailed report for who users are transferring to.
4 votes -
Productivity reporting per agent
The ability to pull a report on when they log on and off for comparison with work time. This should be a standard available report to help in managing the productivity of our agents.
4 votes -
Multiple owners for Public Dashboard
The customer wants other super admin extensions to be able to edit/change the saved dashboard that he shared with them.
4 votes -
# of Total "Actual/True" Calls
Can you please add an analytics report column/category for total # of actual/TRUE calls made that doesnt include missed, hang ups, disconnected, no answer, or wrong number? Managing a call center this would be extremely helpful when pushing agents to exceed daily minimum calls/talk time requirements?
4 votes -
Add number of calls refused to live reports
Trying to figure out how many calls a rep was offered and how many were taken on an intraday basis to tighten feedback loop
4 votes -
Add "Forwarded To" information to an Analytics report.
Under The reports "Call Log" there is a column stating "Forward To" which pops up under the detailed view . I would like to be able to generate and export this information in a Analytics Report.
4 votes -
User Role Permissions: Specific Users to Only Access Data from a Certain Dashboard
Limit access to only one dashboard for a site.Site call logs permissions to only access call logs and analytics data from their assigned site.
4 votes -
Add all the numbers on reports analytics
The client wanted to see all numbers on his account on reports analytics under company numbers.
4 votes -
Business Analytics Date Range - User Permissions
Would love to have access to changing the date range in business analytics regardless of the user. Right now, if one user creates a dashboard, another user cannot change the date range.
4 votes -
Option to come up with the most called hours.
There should be an option wherein we can search for the most called hours for that month or week, because we are aiming to know on which hour do we have most call volume for the purpose of availability of schedules.
4 votes -
Filter by Call Direction in Performance Reports - Call Details
When filtering call information, its helpful to see the KPIs for Outbound calls as well.
4 votes
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