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Analytics & Reporting

Analytics & Reporting

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54 results found

  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    428 votes

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  2. Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, but having a retrospective could help determine why missed calls occurred and help pinpoint tech issues when multiple VoIP services are being used congruently.

    6 votes

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  3. 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.

    9 votes

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  4. 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.

    9 votes

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  5. If I want to share analytics I have to take screen shots. I would like to be able to download the data to share.

    5 votes

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  6. Report showing when voicemails are received and outbound calls to the same number that left the voicemail. This would be a very helpful tool in managing employee response to voicemails.

    3 votes

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  7. All SMS from RC (including voicemail notifications) should be included in a log. This was we can search as an admin for particuar numbers to ensure they are no longer receiving VMs.

    5 votes

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  8. Having the option to track week to date calls allows us to see how we're tracking over the course of the week.

    4 votes

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  9. Our team monitors the Queue on a larger screen from their workspace. A sound notification would help them not have to get up and check over the cubicle wall rather just listen for the notification to know there's a call in queue

    2 votes

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  10. It would be helpful to be able to breakdown total calls between repeat callers and first-time callers in order to better determine conversion rate of new callers to sales.

    2 votes

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  11. We have a staff of recruiters that are on the phone a lot throughout the day. It would be extremely helpful to be able to run a phone usage report where we can filter in a set time slot. Example: April 3rd from 1:00 pm - 3:30 pm.

    2 votes

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  12. Would like to understand how many / which managers are listening to team calls live via the HUD

    1 vote

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  13. It would be beneficial for a Filter on LOB Analytics to filter recordings in or out of a call log.

    2 votes

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  14. Adoption & Usage reporting only works for "User" phones. We would like to pull the same data from limited/common area phones as we perform monthly metrics.

    2 votes

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  15. Would like to have a report to see what features users have enabled (such as auto-answer calls)

    1 vote

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  16. Hi Team,I am writting in behalf of Hugofor this feature product update be available in the future

    1 vote

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  17. I am trying to schedule reports to be sent to our admins. I have the Performance reports and they look amazing. I am just missing the SMS portion. Is there a way to show how many texts are sent by each line each day?

    44 votes

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  18. This would be great for managers of call queues to get an idea of how many calls to expect in the coming week on certain days, or certain holidays for example

    2 votes

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  19. We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate widgets.

    1 vote

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  20. why isnt there any reports to show the length of time when people are unavailable.Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can you have the ability to see someone in wrap and someone unavailable differently in the system please, especially inside the live reports section as this would be really helpful

    21 votes

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