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  1. It would be great to have a KPI for # Internal and # External such that we can compare these at user level without having to use the main filter to only explore one vs the other.

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  2. We would love to have an option that can help us view & understand the reports - we would like to set up a business hours / after hours range for LOB Analytics Subscription Reports

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  3. 1 vote

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  4. The Graphs generated in the Analytics portal are great. It would be even better if we can export these to PDF in addition to Excel. This would make the graphs easier to share with others in the organization.

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  5. Managers would find this helpfulIt is useful because you can see total # of calls an employee did on a daily basis instead of the lump sum of the time period. You guys basically already have this data in the graph. If it can just be exported in a CSV. I included a screenshot of another program that does this and it makes it very easy to export all this information.

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  6. It would be very helpful as an IT admin to be able to sort QoS by calls in which RC Rooms were the hosts or in attendance. Currently it requires employees to report the meeting ID or title of the meeting to troubleshoot. If we could sort by Rooms, it would also allow us to see how frequently meetings are being booked in conference rooms to do cost analysis.

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  7. The customer would like to have this feature such as modifying the report subscription, increment every 15 or 30 mins instead of hourly. They also wanted to have an immediate test like they can download it directly.

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  8. just to keep a record of our employees when they answer a call.

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

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  10. 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.

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  11. Would like a selection for Monday thru Friday Reports as we do not all work over the weekend and don't need blank reports generated.

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  12. Need to add a Widget that shows who is receiving the call. There area no widgets that show who is receiving the call. I need to be able to know which agent is chosen.

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  13. 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.

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  14. Would like to setup live reports so that individual sales agents can see their intraday call stats but NO-ONE elses. At present this isn't possible. Needs to be live/close to real-time for daily target tracking

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  15. It will be easier for customer to just change the ownership instead of creating a new performance report.

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  16. Calls that were connected to an extension with RingGroup set don't provide details on the extensions being connected, who was able to answer or miss the phone call

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  17. Our staff can easily unsubscribe from important call reporting. Not good. Please remove ability to unsubscribe. Thank you!

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  18. I would like a new widget to showcase the top performers in the sales teams on the wallboards accross our offices and also one to highlight those at the bottom that need to improve - It would be good to add some logic to exclude those that are absent for the day so the lowest performer that has greater than 1 call so it excludes the 0 calls and 0 call times staff.

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  19. 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

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  20. For call queues that accumulate more than 50 callers, it is best to have the accumulated duration or total wait time of the customer throughout the journey of the call before it's answered by a representative.This is an important feature on Analytics: Performance Reports & Business Analytics to know how long a caller is served or answered.

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