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964 results found

  1. Reporting metric in analytics to show extensions that have not been used

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  2. Add % of calls not answered within 30 seconds to KPIs

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

    2 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  3. Ability to remove the warnings when creating Wallboard from the Analytics portal

    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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  4. Analytics that allows admin to audit user's endpoint device.

    Desired Feature: To have separate reports for user endpoint devices and their activity. - The report should contain information about the user's device sign-in activity (like an audit trail) - Report can be filtered by the user. - Report should allow seeing the specific endpoint device. Purpose: To be used for auditing and viewing user's activity in the endpoint devices. Example: Admin can see the list of users who are signed in and the activities using RingCentral for Chrome TENFOLD Plugin.

    2 votes
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  5. Ability to create own metrics in Business Analytics

    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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  6. LOB ANALYTICS WITH ONE TOUCH ACCESS TO ALL KPI'S

    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
    Under Review  ·  0 comments  ·  Subscriptions  ·  Admin →
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  7. Call detail export for the LOB Analytics

    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
    Under Review  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  8. Update Subscription Email Delivery Schedule

    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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  9. Analytics Report Issue

    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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  10. please include trend drawing in the PDF download of performance stats

    as above

    2 votes
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  11. Be able to export Call Quality Reports to PDF

    I would like to be able to export the quality reports to send them out.

    2 votes
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  12. Agent Details - select agents to view

    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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  13. Recording % versus calls made

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

    2 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. Weekly Call Trends Analytics

    I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.

    2 votes
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  15. add sound notifications on live reports when a call hits the queue

    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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  16. Report on the Duration of How Long a Call is Monitored

    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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  17. 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

    2 votes
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  18. filtering analytics report per number on one user extension

    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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  19. Performance reports - Column to be added for number of "Connected" calls for Users tab.

    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
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  20. Attach reports for Business Analytics subscriptions

    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
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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