242 results found
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Retrieve Report from the system was established up to the current date
Retrieve Report from the Contact Center was established up to the current date
1 vote -
Make Analytic reporting downloadable.
It would be helpful to make the Live Reports, and other Analytic Reports and Dashboard data downloadable.
2 votes -
ACW/Wrap up timer not showing in Live Reports
Live Reports ACW/Wrap up timer not showing
For the wrap up response, there is no sub-status or timer on Live Reports when a specialist is in wrap up. Unavailable is the only status we see - nothing to specifically indicate wrap up.
1 vote -
Analytics on AI Receptionist
In the Analytics part of the AI Receptionist, it should also show how many calls are being transferred to an extension, eternal number and such so. Currently, we are only getting it in call history. But to track the details, we should be able to get it under Analytics.
1 vote -
Detailed user login history and last login time report
Ability to extract detailed user login history and last login time report.
4 votes -
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
8 votes -
Performance Reports for Message-Only Extensions
Include Message-Only Extensions in performance reports for analytics.
16 votes -
ACE My Reports - Auto Report Deletion of expired reports
Within ACE, MY REPORTS, expired reports (one-time) should auto delete upon expiration. The report is expired, I cannot retrieve it, why should I have to manually delete the notification?
1 vote -
Average call back time and frequency of unaccepted call back request
Live reports should should the average call back time request and we should identify users that don't accept call back request, especially for longest idle or in order.
As well, for call back request, it should have a different routing to specific people. It should have the option which routing compared to when receiving call queue calls.
1 vote -
To develop a report that monitors the standard metrics for manually handled digital interactions.
To develop a report that monitors the standard metrics for manually handled digital interactions.
The proposal aims to develop a standardized reporting system that tracks and monitors manual engagements within digital interactions. This report will provide better visibility into cases or messages that are manually handled by agents, helping the team identify trends, measure handling efficiency, and ensure consistent reporting practices across all digital channels.
5 votes -
1 vote
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Bigger and easier to find edit button
Just make the option to edit a widget in a dashboard easier to find. Currently a small vertical "3 dot" button that is hard to find crammed into the end of the items bar at the top of the widget.
Quality of life improvement.
1 vote -
Report that will show the Auto-Receptionist call handling
The customer wants a report that they can run monthly, which will show how a specific auto-attendant was used. They are mainly looking to see how many times that auto-attendant was called, how lomg the calls lasted, and which buttons were pressed.
1 vote -
Longest Idle visibility - Please create functionality that allows admins to view the order of the longest idle queue.
Please create the ability to monitor two important performance metrics. First, the ability to see the order of users in the Longest Idle queue, so as to know who is getting the next inbound call. Second, the ability to see amount of time a user has their app set to Do Not Disturb so as to assess user performance in regard to about of time they are available.
1 vote -
Live Reports - Call Queue Members - Different Charge
A different charge should be offered if a license is needed for call queue users on live reports. Since the users won't utilize the platform itself, it should not be the same as the live reports charge for the viewer.
3 votes -
live reports agents status
Kindly consider this idea where users are showing available in live reports however they are offline when I check the status.
1 vote -
Have the ability to view Business Anayltics and Performance Reports on two different screens. Currently, info does not match.
Have the ability to view Business Anayltics and Performance Reports on two different screens. Currently, info does not match.
1 vote -
Handle time for Outbound Calls | Performance Reports | Analytics
Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports
We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.
Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.
While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.
We are requesting that Handle Time for outbound calls be displayed in the Handle…
8 votes -
Category over time Widget Filters
Currently in the dashboard the Category over Time Widget it is mandatory to select the teams. We would like the option to select between, team. group , or Role. We currently have 112 teams but only 15 groups. Selection process would be much easier.
1 vote -
Sharing the Real-Time Dashboards with Agents
Sharing the Real-Time dashboards with agents without having to grant them Admin rights. Either through the wallboard or Send Current Dashboard feature.
3 votes
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