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5 results found

  1. Ability for Users, User Groups and Call Queues to automatically be added to dashboard at point of creation

    Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.

    1 vote
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?

  2. Correlating Inbound Queue calls with Outbound User Calls to identify reason for missed Inbound call.

    In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.

    1 vote
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?

  3. Total time of outbound calls including calls that were answered and the calls that were missed or went to voicemail are combined/calculated.

    We wanna have a filter/KPI on analytics performance report to show the total handle time of outbound calls wherein the the total time of the calls that were answered and the calls that were missed or went to voicemail including the ringing part are combined/calculated.

    7 votes
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?

  4. Please add the last work week option to Call Log Reports.

    Please add the last work week option to Call Log Reports. I see that I can manually choose the dates, but there is no way to select the last work week. This means I have no way to subscribe to this report without manually changing the dates. Last work week is available in most other reports, just not an option in the call log report for some reason. Screenshot is attached.

    1 vote
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?

  5. filter that can simplify the report generated to easily read the business analytics report

    I wish we have an option to simplify the reports showing per call and remove the actual flow where calls went through ( IVR > call queues), because when report is generated via email it is kinda hard to read out the reports due to multi journey showing up for single call, wish to add up a filter to limit those details for easier presentation

    1 vote
    New  ·  0 comments  ·  LOB  ·  Admin →
    How important is this to you?
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