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931 results found

  1. Screen Barging

    Customer would like to have a feature where they can't just hear the call but to also monitor the screen activity of the specific user.

    1 vote
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  2. Improvment on Analytics Device Alerts

    Customers have been seeing false positive alerts on device alerts set in RC Analytics. This has been occurring when assigned devices have not gone offline but possibly suffered from a drop in network connection momentarily. This request is for an improvement on the accuracy of the device alerts going forward.

    1 vote
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  3. Ajouter dans les reporting les appels entrants rejetés par les agents

    Objectif : suivre les agents qui ne prennent pas les appels acheminés sur leurs postes.

    1 vote
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  4. Annual Stat Report with Month and Quarters Totals

    One report to bind them all...The Analytics system has an inconsistency, and a need for a new Annual Report.The Subscription option is out of sync - you have setting for a report of Last Quarter, which is great, but the only option for E-mailing that subscription is weekly or monthly. There needs to be a Quarterly setting for when a report would be e-mailed. You don't want a Last Quarter report sent to you every month, that makes no sense. But ultimately, there should be a report that can be sent automatically once a year, with the entire "Last Year"…

    1 vote
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  5. Ability to add missed call option in the Live Reports

    it would be best if we could have the ability to add a missed call option in the live report

    1 vote
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  6. Incoming calls identification

    Customer is wants to distinguish new and existing customer incoming calls from their system. We created IVR menu for that but it's not showing the key presses from the call logs detailed view. It would be great if we can also show what Key presses from call logs and analytics so it will be easier for the customer to track the number of incoming calls for new and existing customers

    1 vote
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  7. Live Reports Showing Incoming Calls Ahead of Time

    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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  8. Allow admin user to turn users on and off que under live report

    This will help manage users to go on call que

    1 vote
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  9. Analytics: Detect Users with no such Activity

    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.

    1 vote
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  10. Team Message Filtering

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

    1 vote
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  11. Creating functions with KPI's

    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.

    1 vote
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