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  1. The ability to generate a report in SFDC displaying the last recorded MRR of an account before it churns or drops to zero. This would help track the total churn rate and measure MRR attainment effectively and seamlessly.

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  2. If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  3. Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  4. I would like the ability from an admin access page download all voice recordings for specific extensions that are about to exceed the predefined archive value. We need wire recordings for over a year and it would be nice to download them in bulk by an admin instead of the user downloading then one at a time.

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  5. To have the option for downloading SMS logs per user extension

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  6. In order to have a more proficient and accurate reporting, auto forwarded or transferred calls should not show as missed on the prior extension where the call originated. This prevents the report to misidentify missed and transferred calls.

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  7. Need the ability to review performance and exclude calls flagged as potential spam from the stats

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  8. Enable call data from Limited Extensions to be included in Analytics Reporting, allowing businesses to:

    Monitor call activity for Limited Extensions.
    Generate reports for internal tracking and auditing.
    Gain insights into overall system usage and performance.

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  9. It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  10. With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.

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    New  ·  0 comments  ·  QOS  ·  Admin →
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  11. Call Park location should be accessible to see on desktop/mobile app.

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  12. The Custom Message text box in the RC app is used by admins to check if someone is on break or lunch based on their message, it would be great if this was reflected in the admin portal so that admins that don't log into the phones but still provide support can see the employee's custom message from the RC app displayed in the portal.

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  13. You have no analytics for faxing. No way to download how many pages are sent nor by whom.

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  14. A way for make scheduled reports for adoption and usage.

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  15. In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  16. The current import template only allows either the First Name or Last Name field to be filled, causing errors if both are completed. This limitation makes it difficult to manage full contact details effectively and impacts usability for business directories. See Case 26711196.

    1 vote

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  17. Request for an option to mask or hide contact IDs to enhance privacy and security for users. Currently, no such feature is available.

    1 vote

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  18. We would like to be able to have the option to set different dial tones and/or modify dial tones for external and internal calls independently, so that we can differentiate between them whenever a call comes in. Having this feature implemented would be greatly appreciated.

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  19. Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's

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  20. I would like to see my messages and when they have been seen or not seen. this could be a valuable impute for managers and employees alike because its something small but you dont know if theyve read your message

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