271 results found
-
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
25 votes -
Performance report align with user call logs
It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy
46 votes -
Individual Call Lifecycle
We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…
9 votes -
Alert Ownership
Allow Alert ownership to be transferable to another extension or Super Admin extension.
14 votes -
Export Adoption & Usage
Export Adoption & Usage
4 votes -
Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S
When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).
4 votes -
Adding a "country" filter in analytics portal
Add a "country" filter in analytics portal, under performance report tab
18 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…
5 votes -
Ability to search calls using call ID/call information in Business Analytics
Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.
4 votes -
Generate analytics reports showing detailed call queue report
The capability to generate a call queue report that shows detailed report.
- Duration of the call
- Who answered the call
- Who are the available user did not answer the call
- Who are the users engage on a call and cannot be answer the call9 votes -
Hybrid IVR and Call Queue
I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.
I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.
The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.
5 votes -
Calculate Ring Time, Hold Time, Live Talk Time from Call Log data
Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.
4 votes -
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage.
Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.
18 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 -
Call Volume Live Dashboard
I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.
13 votes -
Analytics alert when the number of calls exceed threshold
looking at the Alerts section in the Analytics portion of the portal to configuring an alert
when a specific call threshold is exceededwe need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.
6 votes -
ability to check audit trail for more than 180 days
Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes
6 votes -
Billing Dashboard
The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.
trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?
Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…
5 votes -
Performance Report for Business Hours by week
we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour
7 votes -
Report Tool for AI Notes
To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.
2 votes
- Don't see your idea?