1220 results found
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Reports of external callers and flow
I would like to be able to see if and how our phone system is being used by external callers. Would be nice to see what number they call in to and the auto attendant moves there call to different users.
1 vote -
On a table widget by company numbers allow additional columns.
On a table widget by company numbers, allow adding columns like Name and Assigned to so you know what the number is and who it is associated to without having to lookup the number.
1 vote -
1 vote
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Need Unique count for Outbound calls
We need a count of unique contacts or numbers dialed. It must be unique to show how many different numbers were dialed per period (day, week, month, etc...) Not only the amount of outbound calls but unique numbers dialed.
1 vote -
Ability for Users, User Groups and Call Queues to automatically be added to dashboard at point of creation
Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.
1 vote -
Ability to track on audit trail to see who sent an external invite
Ability to track on audit trail to see who sent an external invite when a user or a super admin send an external invite to create a free account
1 vote -
only show the extension who answered the call
Currently, when the call goes through a call queue and there are multiple users who were offered the call, they all show up in the reports in the Analytics Portal. There should be a report filter that would only show the user extension that answered the specific call and would count as one call to avoid confusion in the reporting.
1 vote -
Ability to send subscriptions ad hoc vs waiting for the next top of the hour.
Ability to send subscriptions ad hoc vs waiting for the next top of the hour. Have an option to 'Send now'.
1 vote -
The ability to generate a report displaying the last recorded MRR of an account before it churns or drops to zero.
The ability to generate a report in SFDC displaying the last recorded MRR of an account before it churns or drops to zero. This would help track the total churn rate and measure MRR attainment effectively and seamlessly.
1 vote -
ability to download in bulk voice recordings before they reach the 90 day expiration
I would like the ability from an admin access page download all voice recordings for specific extensions that are about to exceed the predefined archive value. We need wire recordings for over a year and it would be nice to download them in bulk by an admin instead of the user downloading then one at a time.
1 vote -
spam
Need the ability to review performance and exclude calls flagged as potential spam from the stats
1 vote -
Save option for reports in Business Analytics tab in Analytics report portal
It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.
1 vote -
QOS for contact centre users
With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.
1 vote -
Call Park
Call Park location should be accessible to see on desktop/mobile app.
1 vote -
Reflect RC custom message within Admin Portal
The Custom Message text box in the RC app is used by admins to check if someone is on break or lunch based on their message, it would be great if this was reflected in the admin portal so that admins that don't log into the phones but still provide support can see the employee's custom message from the RC app displayed in the portal.
1 vote -
Correlating Inbound Queue calls with Outbound User Calls to identify reason for missed Inbound call.
In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.
1 vote -
Allow the import template to accept both First Name and Last Name fields simultaneously without causing errors
The current import template only allows either the First Name or Last Name field to be filled, causing errors if both are completed. This limitation makes it difficult to manage full contact details effectively and impacts usability for business directories. See Case 26711196.
1 vote -
Mask Contact IDs
Request for an option to mask or hide contact IDs to enhance privacy and security for users. Currently, no such feature is available.
1 vote -
Add "Average Outbound" Metric to Reporting
Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.
The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.
1 vote -
Ring in order groups
Regarding the configuration of two ring groups as requested:
Establish the initial ring group under the designated extension, incorporating all numbers and the owner's extension.
Create a secondary ring group under the same extension, replicating all numbers from the first group, excluding the owner's extension.This configuration enables efficient alternation between the two groups when the owner is unavailable.
1 vote
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