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Analytics & Reporting

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  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    428 votes

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  2. Add a "country" filter in analytics portal, under performance report tab

    17 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  3. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    22 votes

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    5 comments  ·  Other  ·  Admin →
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  4. Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    60 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  5. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    14 votes

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    2 comments  ·  Other  ·  Admin →
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  6. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    7 votes

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  7. It would be great if the Data Retention could be longer especially with the data in the Analytics Portal as some information is needed for more than just 6 months.

    17 votes

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    0 comments  ·  Other  ·  Admin →
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  8. Fax report in performance report. For the customer to have an option to check the number of fax they received per day.

    To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report

    9 votes

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    0 comments  ·  Other  ·  Admin →
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  9. Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.

    11 votes

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    0 comments  ·  Other  ·  Admin →
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  10. At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.

    11 votes

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    0 comments  ·  Other  ·  Admin →
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  11. Download user info should include the call-forwarding numbers

    15 votes

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    1 comment  ·  Other  ·  Admin →
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  12. A report that will only show the date and time of log in and log out of the user on the RC app.

    5 votes

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    1 comment  ·  Other  ·  Admin →
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  13. SMS usage is important for communication, especially in our marketplace atmosphere that we live in. Adding in Total - Outbound- Inbound SMS metrics is vital for CRM integrations so we can see activity levels and then also future ability to see unique numbers that are communicated with SMS to see our rep's reach.

    10 votes

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    0 comments  ·  Other  ·  Admin →
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  14. I want to add common area phones to call queue ring group/member

    3 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  15. It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file

    4 votes

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  16. You can add a label to a phone number on the Company Numbers report at the top of the page but the label field is not a selectable column in the report at the bottom of the page. The label field is there if you download the information in Excel format.

    I would like to see label added as a selectable column in the report data.

    6 votes

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    0 comments  ·  Other  ·  Admin →
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  17. Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.

    28 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  18. I would like to have a way for specific users to have access to the performance report in analytics, but to be able to choose which users/user groups/ departments they would be able to see. I don't want them to have access to the whole companies performance report.

    8 votes

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    1 comment  ·  Other  ·  Admin →
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  19. To be able to recover the user's ext data in case ext a was accidentally deleted.

    3 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  20. I have multiple company numbers. I need to be able to toggle between all the numbers without having to log out and in each time

    3 votes

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