Multi-Select Extensions for Call Log Filtering and Reporting
Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports
Description:
Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.
We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.
Requested Enhancement:
Allow users to select multiple:
IVRs
Call Queues
User extensions
Groups
AI Receptionist extensions
Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
Support reporting periods of at least 30 days and 60 days.
Business Use Case:
The customer has multiple IVRs configured with Business Hours. In some IVRs, callers can press a key that routes the call to an external phone number.
The customer needs to review all applicable IVRs at once and determine:
How many calls entered each IVR.
How many callers selected the option that routes to an external number.
Which IVR routed the call externally.
The destination external number, where available.
The total number of calls routed externally during the selected reporting period.
Example:
Instead of running individual reports for IVR 101, IVR 102, IVR 103, etc., the administrator should be able to select multiple IVRs and generate one consolidated report covering all selected IVRs.
Requested Reporting Period:
At minimum, support 30-day and 60-day reporting periods, with the ability to select a custom date range where supported.
Expected Benefit:
This enhancement would significantly reduce the time required for administrators to audit IVR call routing and provide a consolidated view of calls that are transferred or routed to external numbers. It would also improve reporting, monitoring, and operational analysis across multiple IVRs, Call Queues, Users, Groups, and AI Receptionist configurations.