Data that shows time and date of call refusals in Analytics, Performance report
Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.
Hannah
shared this idea
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Lorraine
commented
Accurate reports that include the exact date and time of each missed or refused call are critical for our customer service team. I hold my team accountable for all missed and refused calls, and without this level of detail, it's difficult to properly investigate, coach, and resolve discrepancies.
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Michelle
commented
The #refused was so poorly engineered that it is completely unusable. It should only count calls that actually ring to a user and they ignore but it counts a great deal more. This really should be resolved.
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Zyanya
commented
I agree with Hannah's idea! The performance report for the refused/missed calls is too vague and it leaves too many discrepancies. Please add this feature soon!