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  1. When a caller dials in, the call is showing under the live reports of the call queues immediately even before it starts ringing on the caller's end. This confuses us as we are seeing the call in waiting even before it rings the actual phone. It shows that the call is sitting there for like 5 to 6 seconds even before it starts ringing on the caller's end and out employee's actual phone.

    1 vote

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  2. We want to see our average monthly faxesThis might be a good feature on analytics for us to track how many number of faxes we are sending and receiving monthly for our report.

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  3. This will help manage users to go on call que

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  4. Would like a report of all users in a table with their number of last 6-month activities that have had no activity such as inbound, outbound, transfers, hold, etc and the metric is zero, and then show it to me in a table rather than performance reports where I would have to check each user manually.

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  5. Please provide the ability to generate top talkers report for specific Teams/chat channels.

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  6. It would be nice to be able to do simple functions with the KPI's that I create. For example if I have a call group that has 1000 abandoned calls a week it would be able to subtract all calls that total time was less then 10 secs. This function could change our 1000 abandoned to 400 and give us a more actionable data set.

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  7. Customer wants the actual feature be added in Calls Tab in performance reports.

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  8. If a user places or receives a call and it either fails to get out from the original user or fails to reach its destination and why it failed, where it failed, and possible troubleshooting steps.

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