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1060 results found

  1. increase for non-profit organization SMS allotment

    As advised by our SMS team, Non-profit organizations cannot have number pools at the moment. They are working on a solution but don't have any specific timeline/ETA.

    3 votes
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  2. Add Calls that end in a forward to the reports

    The ability to view reports of calls ending in a forward. For example: You already have "answered" "Missed" ect. It would be really nice to have a report showing that a call ended in a forward and which number it was forwarded to. Use Case: We pay an answering service for after hours and I want to see how many calls were forwarded to this external number to compare our bill from them at the end of the month. Or even if a call has an internal forward. Right now, it just shows that the call ends with no result.…

    3 votes
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  3. Inbound calls showing an outbound call

    When you check call logs and filter by User Extensions, calls from the call queue or user extensions show outbound calls instead of inbound. It would be best if calls were shown according to the original action taken, either inbound or outbound, regardless of whether we filter the calls.

    3 votes
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  4. download reports to where transfered calls are sent automatically

    When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered

    3 votes
    0 comments  ·  Accessibility  ·  Admin →
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  5. Reporting Enhancement: Add categories for type of inbound calls to MVP queues.

    Reporting Enhancement: Inbound MVP: Add categories for type of call for MVP queues. This will allow us to to understand the types / reasons for inbound calls

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  6. Expanded condition parameters on alerts for devices

    Will be utilizing the Rooms & Devices analytics report to track the number of hard phones that are offline. Need the ability to get proactive alerts for devices that are offline. There is the ability to select "devices" as an alert trigger but there is only the ability to select "Offline" as a condition. Need the ability to have more granular control of the condition like other alerts triggers. Conditions such as greater than or less than a threshold. Also wanted to define the monitoring timeframe.

    3 votes
    0 comments  ·  Alerts  ·  Admin →
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  7. Outbound Caller ID information in Perfomance Report

    I need assistance in identifying the caller ID on the performance report.

    3 votes
    0 comments  ·  Other  ·  Admin →
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  8. Agent State log by agent, group of agents

    We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  9. Business Analytics - Average Speed of Answer per Queue

    Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    3 votes
    1 comment  ·  Other  ·  Admin →
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  10. Turn Off beep tone on call recording

    Customer is requesting for the beep sound to be turned off while the call is being recorded. Reason is it is causing frustration by their customers due to the sound that is continuously beeping.

    3 votes
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  11. Inbound Call Lead Tracker

    Call tracking will help customers drive better results from search and digital marketing. Call tracking measures how their channels, campaigns, ads, keywords, and website drive phone leads. This can help customers identify which website, campaigns, ads, or keywords are generating the most phone calls and driving the most leads.

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  12. Our customer needs to see who deleted the faxes or messages in audit trail

    Our customer needs to see who deleted the faxes or messages in audit trail.

    3 votes
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  13. REQUEST KPI MADE FOR AVERAGE WAIT TIME FOR A CALL GROUP AND NUMBER OF CALLS ANSWERED WITHIN 30 SECONDS

    We would like the ability to track the average amount of time the callers remained in the queue before their call was answered. Also, it was useful information to know the number of calls answered within 30 seconds.

    3 votes
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  14. Generate report for %Missed (w/VM) with the source of the call in one tab

    % Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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  15. RCCC: DFO Reporting Request

    Omni Hotels is requesting an enhancement to the Digital Reporting for DFO in RCCC to include Date/Timestamp of when a DFO Case is closed. This is not available in the current available reporting.

    3 votes
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  16. Live Reports

    Requesting for this following features:status: "on a call" can be placed on top, currently it's either unavailable or available onlyif an agent is on a current call, phone number should show in live reportshave the ability to change the status of an agente.g ext 103 is on avail using live reports we can change it to unavailablebasically it's like call logs on a live report environment

    3 votes
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  17. Text message reporting metrics

    We need to be tracking if our team is actually producing at the same level as each other and/or actually sending the texts

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in li...

    ...ve reports.. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in live reports.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. Analytics - Performance Reports - Add Privacy options

    Analytics - Performance Reports - Add Privacy options.It would be ideal if the Analytics - Performance Reports had the same Privacy options as the Live Reports and Business Analytics. This would allow users to locate performance report that are already configured for them, instead of starting from scratch.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Reporting for internal messaging.

    Need to be able to search a report for messages by employee.

    3 votes
    Future Consideration  ·  4 comments  ·  Other  ·  Admin →
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