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975 results found

  1. Add Handle Time and Answered to Outbound KPI

    Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.

    1 vote
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  2. It would be nice to be able to clone/copy alerts to make these easier to set up

    I tyhiunk we save system managers time in setting the system up

    1 vote
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  3. Talk time and hold time available in the live reports.

    This will help account owners in checking how long the users put the caller on hold during the interaction.

    1 vote
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  4. To have an option to delete calls from the performance reports

    To have an option to delete calls from the performance reports as if they will be deleted from the call logs, it takes time for them to disappear from the Analytics side (PR).

    1 vote
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  5. Automatic Quarterly Export of Analytics

    The Analytics system seems to lose all data beyond just a few months (2? 3? ). This makes it truly difficult and a huge loss of valuable information to any customer who wants to look at that data and compare it year over year. An automated export of the month, or quarterly totals of calls, minutes and other KPIs should be there, saved to perhaps the Billing tab of the service portal for easy download, or somewhere similar in that portal. We've been a Ring customer for 2 years, and now I cannot tell our Board how much Ring has…

    1 vote
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  6. Can you add avg. handle time and avg. speed of answer to LOB Analytics?

    I currently use Performance Reports, but I heard that it was being phased out soon and LOB Analytics will take its place. This would be helpful for me so that I don't have to use both PR and LOB reports to build my weekly report to management.

    1 vote
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  7. Include KPI's in LOB export

    There are so many kpi's, all useful, but higher level execs will not know how to interpret their function. Including the kpi's, preferably as a note in the excel cell where the title exists, similar to the note shown in the online dashboard where kpi's are selected to add to the widget, would be super helpful.

    1 vote
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  8. total report of Analytics with transfer details and user who answer it

    total report of Analytics with transfer details and user who answer it

    1 vote
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  9. Performance Report: Download Multiple Daily Reports at a Time

    Need to download individual day-to-day reports at a time for multiple days. Even if I select from 01-06-2023 to 16-06-2023, I'm getting all the data in one slide. I need to get day to day report

    1 vote
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  10. LOB Date Range, Set Days and Time: Allow time parameters for overnight

    We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate widgets.

    1 vote
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  11. Call reports showing the users with numbers. Just like in Company Numbers

    It's useful to have Analytics Reports of Calls made and received by user extension that shows their numbers.

    1 vote
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  12. Call indentifier, provide the name in the reports

    The callers dialed number should reflect both the number and name in the reportsExample 877-842-3210 United Healthcare or Unknown, if its unknow, we shall able to add the name similar to Truecaller

    1 vote
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  13. audit trail for who create modify remove dashboard on analytics

    Hi Team,I am writting in behalf of Hugofor this feature product update be available in the future

    1 vote
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  14. Missed Call on the call queue Should have the more details view for missed call made by caller and made by the Users

    Customer requesting to have more detail view showing the seperate information of abondoned call details made by the caller and the abandoned call details made by the user

    1 vote
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  15. Audit Call Listening

    Would like to understand how many / which managers are listening to team calls live via the HUD

    1 vote
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  16. Ability to modify the excel report from Analytics Subcriptions.

    We need option to modify the fields and tabs that are included in the Analytics Subscriptions reports.

    1 vote
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  17. Allow you contact center folks to be able to see Analytical Reports

    I have a dashboard set to show how we are performing at any point of the day - including Service Level. I cannot share it with my team however, because they don't have sufficient privileges. I would like for them to be able to constantly see how we are performing to our KPI's.

    1 vote
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  18. Auto Transfer #

    In the analytics it would be really helpful to see # of calls transferred to other lines automatically if the calls are not answered. I am not talking about manual transfer.

    1 vote
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  19. Reporting - Filter options

    Reporting is so important for management to use for offsite users. Allowing a group to filter by queue and users (not one or the other) or for that matter, expanding your analytics reporting to allow for managers to report on login and logout times. Just give us more tools to report please.

    1 vote
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  20. Count actual phone numbers dialed instead of Salesforce logged calls.

    I used to love the old ring analytics, they used to show me calls per hour and total dialed numbers. Now it's showing me how many logged calls I've made. To keep salesforce not a giant mess we dial as many as 10 numbers before we log the call. Otherwise we'd be filling up salesforce activity with a million calls to bad numbers. I just want the RAW number of phone numbers I've actually dialed. And a dialed per hour. This shouldn't be hard AT ALL and I don't know how you guys' managed to build an entirely new analytics…

    1 vote
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