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1063 results found

  1. Add Week-to-date as a date range filter for calls

    Having the option to track week to date calls allows us to see how we're tracking over the course of the week.

    22 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. Add Inbound Fax Analytics

    Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across all extensions in our organization via the analytics portal. There is currently no way to report on inbound faxes.

    22 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  3. Data that shows time and date of call refusals in Analytics, Performance report

    Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.

    22 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  4. Download user info should include the call forwarding numbers

    Download user info should include the call-forwarding numbers

    22 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  5. Export of expanded call flow in Performance Reports

    It would be nice to be able to produce a printed/exported report of detailed call flow in Performance section of Analytics. While it can be displayed, according to support - "Performance Reports do not currently have a feature to be able to download the expanded call flow views."

    21 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  6. Add a "Who's On Deck" widget to Live Reports

    We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

    21 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  7. bye

    It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.

    20 votes
    New  ·  2 comments  ·  QOS  ·  Admin →
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  8. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.

    Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    20 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  9. Reports to be edited by others

    We'd like the ability for reports in Business Analytics to be shared with others who have edit capabilities. Currently, others can view the report, but we'd like an additional access type for view and edit. Thanks!

    20 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  10. Add SMS metrics to analytics reports

    SMS usage is important for communication, especially in our marketplace atmosphere that we live in. Adding in Total - Outbound- Inbound SMS metrics is vital for CRM integrations so we can see activity levels and then also future ability to see unique numbers that are communicated with SMS to see our rep's reach.

    20 votes
    1 comment  ·  Other  ·  Admin →
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  11. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

    19 votes
    New  ·  5 comments  ·  Other  ·  Admin →
    How important is this to you?

  12. More information on abandoned calls within live reports

    The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

    19 votes
    1 comment  ·  Live Reports  ·  Admin →
    How important is this to you?

  13. Comprehensive Report for List of All Users in the Account and Changes and Devices Information please

    Comprehensive Report for List of All Users in the Account1. Complete user list with their current Caller ID information in RC app2. Custom greetings and VM changes with their transcription/text content3. Modification information - when, what, and who made the changes

    19 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  14. Ability to download full life cycle of a call

    We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can't seem to get this level of detail on an export.

    19 votes
    Planned  ·  3 comments  ·  Other  ·  Admin →
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  15. Analytics - Destination of Call (Export w/existing Spreadsheet)

    Hello,Recently a customer noticed that the Analytics portal GUI offers the ability to see the call destination of an Inbound call (see example screenshot). Our customer would like to see this destination show in the report (excel) that is available to download from this GUI.

    19 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Sync Real-Time Dashboard Edits After Sharing

    Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.

    There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.

    18 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  17. Ability to search for a call by number - either incoming or outgoing

    When a client states "I tried to call but no one answered" I would like to be able to search for their number to see that they actually called our number.

    18 votes
    1 comment  ·  Accessibility  ·  Admin →
    How important is this to you?

  18. Park Call to Direct Extension

    The customer has an idea of being able to call a park to a specific extension.

    18 votes
    25 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Pull Login and log out reports

    Requesting to add the feature to be able to monitor and get a report about the log in and log out of the users on the account

    18 votes
    Future Consideration  ·  4 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Performance Reports to Sync with Business Analytics Report

    Currently, performance reports is not working properly when it comes to data gathering and calculations. It shows not in sync with business analytics

    18 votes
    Under Review  ·  3 comments  ·  Other  ·  Admin →
    How important is this to you?
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