1168 results found
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"Wrap up" status visibility
An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.
11 votes -
Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)
To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should…
11 votes -
Separate Filter in Performance Report for Internal outbound call and External outbound calls
Need to Have a Separate Filter in Performance Report for Internal outbound call and External outbound calls, Currently the External calls are combined for Inbound and outbound External calls, and Internal Calls are only for outbound internal calls
11 votes -
session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
10 votes -
Access Analytics Reports and Call Queue Admin without changing the role and permission
Analytics Reporting access and Call queue admin access.
Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.
Is there a way to give this access to those users without giving them more permissions than what they need?
10 votes -
Fax Confirmation Page
An option to download a "CONFIRMATION PAGE", that Is NOT just a simple email. A page where it tells you all the details of the fax, in a "typical" manner as most fax machines. An end user with access to the fax line should be able to generate a confirmation page, on request, as needed without having to submit a ticket or ask an admin to retrieve the logs.
- When it was sent, date and time
- Duration of the fax
- Number dialed
- Result
- Pages sent - this is a metric that is currently not monitored from my experience. If I…
10 votes -
Send email notifications specifically for failed outgoing faxes.
Important to know when faxes fail to send. I don't need to know about all of the successfully sent faxes, just the ones that don't reach their destinations.
10 votes -
Total time of outbound calls including calls that were answered and the calls that were missed or went to voicemail are combined/calculated.
We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.
10 votes -
Tracking Idle Time
In live reports it would be helpful to see the amount of idle time between phone calls.
11 votes -
Fax Reporting
I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.
10 votes -
RC app report
A report that will only show the date and time of log in and log out of the user on the RC app.
10 votes -
Audible alerts for extended queue times or queue volume
Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.
10 votes -
Analytics data manually refresh or change frequency
Currently the analytics data only refreshes every hour, it would be good to have a way to do this manually. Takes so long testing things when you have to wait an hour for it to refresh! Even just for admins or testing purposes (I'm aware that Live Reports does this, but I don't need that level of functionality all the time).
10 votes -
Voicemail Peports
To add voicemail report in MVP Multi-Site.By this, the admin can view a report that shows the number of unanswered voicemails on a daily basis. This would help corporate teams and individual owners ensure that they are checking voicemail messages.It is best that admin will have visibility into how many voicemails each location is getting and how many are being listened to.
10 votes -
Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etc
Allow me to pull a list of all extensions for a site, including users, limited extensions, paging groups, call queues, IVRs, etcThis would be great. We have several hundred sites and site managers are constantly asking for their extension lists.
10 votes -
User Status on Exported Performance Reports
Excel Exported Performance reports show the Status for all users as 'Active'.Including disabled or deleted users for lines that have been reset & reassigned for new staff.The results should reflect the current status of the users at the time of export.This would support filtering the results to only show currently active user accounts currently I am forced to compare the 'download user list' against the exported performance report to manually remove deleted accounts, in order to only report on currently active users.
10 votes -
Total talk time is not an option to table Widget of Business Analytics
Total talk time is not an option to table Widget of Business Analytics. Ability to have total calls and total talk time for columns when creating table widget in business analytics.
10 votes -
Live report Upgrade for more statuses and numbers to measure
It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount or time unavailable.
10 votes -
Retain Caller Name when Exporting an LOB Analytics Widget
As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly less useful, can we please make it possible to not omit those names so that they display in the spreadsheet? This would be a huge improvement.
10 votes -
Add column showing the user's MVP license analytics report
would like to be able to filter reports for users that have MVP licenses only.
10 votes
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