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  1. I would like to request to have a feature in business reports in analytics where we can filter out the actual abandoned calls from the calls that are just being tagged as abandoned when someone answers the call from a call queue

    2 votes

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  2. This will be helpful for us to see if the agent has missed a call and just deleted it.

    2 votes

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  3. A metric showing an extensions last use will help admins/supervisors free up licenses to be used for other users that will use them more effectively. Lowering the need of getting new licenses.

    2 votes

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  4. Our pharmacy accrediting body, URAC, requires us to track and report this numner as a percentage of calls.

    2 votes

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  5. when setting up the wallboard the customer would like to remove the warningsthe customer is expecting that the warning will disappear when the wallboard goes to full screen

    2 votes

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  6. Request to be able to create your own metric within the business analytics dashboards. Currently metrics are all prebuilt but the customer is asking if they could customise the metrics themselves (similar to how we can customise KPIs)

    2 votes

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  7. The new LOB for KPI's is very confusing and not very user friendly . The previous format was much easier to follow. I suggest reverting back to the old format or a similar map of the workflow.

    2 votes

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  8. We want to see the call detail for the LOB analytics and it is difficult to filter through call logs to determine which calls were part of the LOB Analytic we are looking at.

    2 votes

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  9. The delivery schedule doesn't allow me to specify a specific set of days of the week to send reports. For example, we need to be able to report on days Business Days Monday through Friday and not on the weekends. However, i can only do every day or 1 day out of the week. Can you add the ability to select one or more days of the week to schedule reports on.

    2 votes

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  10. Add a reason why the call didn't go through even though it's beeing counted in the #'s

    2 votes

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  11. Some agents do not ever take calls and do not need to be monitored, but they still show up in the agent details widget. It would be nice to unselect any agents that do not need to be monitored, or be able to position agents in preferred/custom order.

    2 votes

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  12. It would be beneficial for a Filter on LOB Analytics to filter recordings in or out of a call log.

    2 votes

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  13. Our team monitors the Queue on a larger screen from their workspace. A sound notification would help them not have to get up and check over the cubicle wall rather just listen for the notification to know there's a call in queue

    2 votes

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  14. To be able to know how long a call has been monitored for the productivity of quality auditors. Apart from being part of the Reports/Analytics, it should also be available for Salesforce Task Object

    2 votes

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  15. need to assign 3 numbers to 1 user extension so they can make/receive calls using 1 extension depending who's assign to take in call per day

    2 votes

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  16. We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.

    2 votes

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  17. It would be nice to be able to attach the report to the email for subscribed business analytic reports instead of requiring the user to log in to download the data

    2 votes

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  18. RingCentral should have alert notification setting which should trigger if number of calls made daily are less than 25 (Each User)

    2 votes

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  19. It would be helpful to know how much time or how many times a manager is spending monitoring and listening to recorded calls to ensure they are providing feedback to the team members. This would be very helpful Thank you.

    2 votes

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  20. Many customers would enjoy this type of report. We are looking for a report that shows the main number of our ring group and the 2 DID numbers associated with the Ring Group in a standard .csv format.I was advised that since the main number has a custom rule that says when X number is dialed to follow Y path to the ring group where you have the office and deli phones set to ring both. Our reporting is restricted and cannot identify the custom rule call path to identify the extensions that are being connected to. I would encourage…

    2 votes

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