Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.

For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:

Patients who proactively chose voicemail instead of holding, and
Callers who were forced to voicemail after exceeding hold-time thresholds

This distinction directly affects how we measure and report on call abandonment, hold-time performance, and true patient access to care. Without historical trending, this volume is essentially invisible in our access reporting — understating actual call demand and misrepresenting the patient experience.

Requested functionality:

Historical volume of messages received per Message-Only Line (daily/weekly/monthly)
Ability to filter/report by date range, consistent with other queue reporting
Ideally, a data point differentiating "opted into voicemail" vs. "system-forced to voicemail due to hold time," if technically feasible
Exportable data consistent with other Live Reports for integration into existing access dashboards

Business impact:
Without this, organizations lack a complete, accurate picture of call volume and access — specifically the portion of demand being deflected to voicemail — which undermines the integrity of access and volume metrics used for staffing, performance accountability, and strategic decision-making.

Current Account Manager: Jaclyn Nickel, David Chao (Request reported to JN 09.16.2026)