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108 results found

  1. We want to have each sales rep emailed their call count report TWICE per day--once at noon for their morning call count, and once more at 4pm with their afternoon call count.

    2 votes

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  2. please create an analytics where all answered call including parks off/transferred will be counted as answered calls. Since Transferred calls/ park on was considered as inbound calls, it should also count as answered by the next agent

    1 vote

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  3. According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.

    Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.

    3 votes

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  4. 1 vote

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  5. Would like to see the ability to see call details down to the second for more precise troubleshooting. For example, we can see a call comes in at 8:01AM but we're unable to find how many seconds after 8:01. I would like to see this broken down to 8:01:34 AM for example.

    1 vote

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  6. Wants to have a way to customize downloaded call log reports either detailed or simple.

    2 votes

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  7. extend the time range for 1 year or more instead of 6 month period

    1 vote

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  8. We recently converted from Mitel and used Brightmetrics for reporting. We were able to create weblinks for the wallboards and unlike RingCentral, we didn't need to log in to view Live Reports. With RingCentral we now need to log into an account to view the wallboards and this makes it difficult to display them on a smart TV.

    1 vote

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  9. Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
    1. Calls taken by a users
    2. total calls received
    3. length of calls
    4. Possible custom fields

    2 votes

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  10. I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    6 votes

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  11. Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
    - Upper and Lower Controls
    - Cost per Agent Hour

    2 votes

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  12. There doesn't appear to be a way to set the performance report data to refresh more often than every hour

    7 votes

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  13. Customer would like to include the ringing time to show in analytics as part of the reports.

    3 votes

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  14. give permission a user to access call logs just for particular extension

    3 votes

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  15. Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    5 votes

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  16. Add a Report for Blocked Calls

    1 vote

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  17. Please ensure that all filters are available across all reports to improve data accessibility and usability. This will allow users to customize their views based on specific criteria, making it easier to analyze the data effectively.

    Additionally, incorporating more detailed columns in the performance report, such as wait time and ring time, will provide valuable insights into our operations. Understanding these metrics will help us identify trends and areas for improvement in our performance.

    1 vote

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  18. You are currently able to view licenses that are assigned to an individual within the Live Reports licenses section, but not unique users who may have logged in to view a dashboard, and not be a named user.

    It would be helpful to have a point-in-time statement of which unique users have also used a Live reports license during the customer's billing month to assist the customer in knowing whereabouts they are in terms of available licenses.

    4 votes

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  19. If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    6 votes

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  20. In live call report we need colomn of total number of calls

    1 vote

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