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36 results found

  1. 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

    54 votes
    New  ·  7 comments  ·  Adoption & Usage  ·  Admin →
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  2. 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…

    10 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  3. Export Adoption & Usage

    Export Adoption & Usage

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  4. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    3 votes
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  5. Option to filter working days across an entire month

    Performance Report - Analytics Portal Enhancement Request

    Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.

    Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.

    3 votes
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  6. Data displayed when in "widget" edit mode

    When edit a widget, currently data displayed when in "edit" mode does not take into account any dimension filters that are applied at the dashboard level. This can cause apparent discrepancies in the data displayed when in edit mode.
    This causes confusion for our customers, as it appears there is incorrect data displayed.

    2 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  7. Performance Reports can be embedded to a site

    Performance Reports can be embedded to a site or can be shared as an HTML file.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  8. Yearly Report for Calling Minutes Usage Per Month and Per Phone Number

    We would like to request the addition of a report feature that can track the number of calling minutes used per phone number, broken down by month, with a year-end summary. This report would greatly assist us in monitoring usage patterns and identifying any phone numbers that may be approaching or exceeding usage limits over the course of the year.

    Having this data would enable us to proactively manage and address any potential overage issues before they occur.

    2 votes
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  9. Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension

    We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    6 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  10. Agent report should include digital interactions

    When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.

    2 votes
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  11. Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    1 vote
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  12. On the Adoption & Usage reports, filter by Site or by Department

    On the Adoption & Usage reports, can I see a filter by Site or by Department? In case I would only want to focus on several sites within a region or one site only.

    3 votes
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  13. Auto email and additional archiving of Adoption and Usage analytics

    There needs to be an option for auto emailing this report at specified time intervals. Additionally, data for these analytics needs to be archived for a minnium of 1-2 years so managers can view performance over time.

    1 vote
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  14. how many users use business analytics report

    Need to see how many users use business analytics reporting

    6 votes
    2 comments  ·  Adoption & Usage  ·  Admin →
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  15. Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.

    Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.

    2 votes
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  16. Soft client registration report

    Currently, the Adoption and Usage report only captures data when a user makes a call. We would like a report that shows when a user successfully signs in and authenticates a softclient. This will makes it easier to understand what versions end users are on, even if they are not currently or have not used the soft client in the last 30 days.

    2 votes
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  17. Ability to send report via email immediately.

    I would like the ability to create the report and have it sent via email without having to wait for the date and time to tick over to auto generate.
    There needs to be a send now option when you have a saved report.

    2 votes
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  18. user extra cost tab

    • Having a tab in the analytics portal that show site by site the extra cost of users.
    • Having the possibility to put limit of calls if we reach a certain amount of extra cost
    2 votes
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  19. Adoption & Usage call minutes

    The Adoption & Usage feature's call minutes do not provide accurate data. We hope to have this feature fixed and ensure it also counts the Call Queue calls.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  20. We need to be able to decline a call, then come back into the app & answer it when available

    When a call comes in on a call queue, the call members need to be able to decline the call if they are unavailable, & then when available go back in & answer that call if it is still in the queue. The problem we have, the call queue members also take care of customer checkouts, so if they are busy, or else on another line that is not connected to ring central, the call keeps ringing, & ringing even if you push the decline button, it comes back around & rings again after the call wrap-up setting interval. This…

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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