1223 results found
-
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 -
Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.
In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard…
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 -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
N/A Call Scoring
Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.
Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
Customers would still like to easily filter these calls based on the legs that we DO have data for.Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable…
9 votes -
User List Incoming Call Set up Report
Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.
Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.
This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…
9 votes -
Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/
There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…
9 votes -
Remove old or inactive users from Business Analytics
Delete old/deleted users from the 'Users Dashboard - Default' table in Business Analytics.
9 votes -
Report associating IVR data with transferring agent for post-call surveys
Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.
9 votes -
Performance report refresh rate
There doesn't appear to be a way to set the performance report data to refresh more often than every hour
9 votes -
Analytics Report to display number of calls of phone numbers on the account
Customer would like to have a report of how many inbound and outbound calls were made to and from each phone number on the account. The report should also have the ability to be emailed on a schedule (daily/weekly/monthly).
9 votes -
Outbound Call being identified as connected or missed.
Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.
9 votes -
Analytics for Call Queue Manager
as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.
9 votes -
Add Speed of Answer to Performance Reports for Calls
We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual call. This will just need to be added as a column to the Call Performance Report as a column we can add and export.There is already a service level widget on the Analytics report and an average speed of answer for the users so the data is being captured, but…
9 votes -
Report Info in Body of Email not Attachment
Hello,It would be great to a report that goes into the body of the email rather than a pdf or excel. That way when you open the email the report is right there. The pdf is a little clunky on mobile to view since it's always a 2 page landscape view.It can be very simple: Name - Total Calls - Handle TimeThen the pdf can be attached for more detailed information.Thank you!
9 votes -
Ability to change analytics time zone as needed
Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…
9 votes -
Missed call % factoring in calls even when on DND, would like that to be taken out of consideration on Performance Reports
My company is really trying to dig into and monitor track our employees missed call percentage. So i have been pulling performance reports that have the "% Missed (w/VM)" stat HOWEVER we are noticing this stat is even docking the employee when their phone is on DND (do not disturb). If an employee is on DND say having a day off or on an important conference call or in a training, then we do not want to have those calls count against them. We are only trying to track when they truly were available but missed the call because they…
9 votes
- Don't see your idea?