263 results found

1. Business Analytics call recordings won't play

   Business Analytics shows only recorded calls, yet there are no call recordings in the call logs. The downloaded file won't play or show as an error. It should be corrected, and the call-recording wording should be removed if there are no recorded calls at all.

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2. Add call Monitor reporting to Analytics so we can see who is montoring agents.

   Add call Monitor reporting to Analytics. We would like to see who is monitoring agents and when they conduct the monitoring.

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3. Combined Analytics Report for Video and Calls

   We're looking for a combined average handling time report of voice calls and video calls.

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4. Average Wait time for business Analytics

   Average Wait time KPI for business Analytics

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5. Answer % for Outbound call - Anlaytics

   There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.

   Gap
   This limits visibility into true customer engagement and outbound performance.

   Proposed Solution
   Introduce an Outbound Answered Call Percentage metric:

   Definition:
   Answered outbound calls ÷ total outbound call attempts × 100

   Requirements

   Differentiate between answered, voicemail, and unanswered calls
   Include in reporting and dashboards
   Align definition clearly with existing inbound metrics

   Value
   Provides more accurate insights into outbound effectiveness and agent performance.

   2 votes

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6. Details of Refused calls in Analytics report

   Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.

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7. Have a monthly breakdown of monthly results if the date range selected is by year

   For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.

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8. Add Total Call Minutes Summary
   6 votes

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9. Expanded Business Analytics Access for Call Queue Managers

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users. Requiring a manager to have Super Admin access solely for reporting purposes may provide more administrative privileges than necessary.

   A more flexible permission model would allow organizations to maintain appropriate administrative controls while giving managers the reporting visibility they need to perform their responsibilities.

   Requested Enhancement

   Please consider adding a Business Analytics permission that allows administrators to:

   Grant managers access to Business Analytics reports beyond their assigned call queue.
   Select specific call queues, users, departments, or groups that a manager can view.
   Allow managers to have broader read-only analytics access without granting full Super Admin privileges.
   Maintain the existing role and administrative restrictions while providing more granular analytics permissions.
   Example Use Case

   A manager is assigned to Call Queue A, but they are also responsible for monitoring the performance of Call Queues B and C. They need access to Business Analytics reports for agents across all three queues.

   Under the current permissions, the manager may need Super Admin access to obtain this broader visibility. This creates an unnecessary gap between the manager's operational responsibilities and the available reporting permissions.

   Expected Benefit

   Providing granular Business Analytics permissions would:

   Give managers the visibility needed to effectively manage their teams.
   Reduce the need to assign Super Admin privileges solely for reporting purposes.
   Improve security by supporting the principle of least privilege.
   Provide organizations with greater flexibility when configuring roles and reporting access.
   Make Business Analytics more useful for organizations with multiple call queues and management teams.
   Suggested Feature

   Introduce a custom Business Analytics access/visibility permission that can be assigned independently from the Super Admin role, allowing administrators to define the scope of reports a manager can access.

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.… more

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10. Track performance reports usage of users.

    It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.

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11. Audit trail should have traces of changes made to the account

    Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal

    But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.

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12. Preserve SMART ACR Consent Rules Across Call Park & Retrieve

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin Portal Gap:
    Currently, administrators cannot configure SMART ACR settings for Park Location extensions.

    Navigation Path: Auto Receptionist > General Settings > Main Site > Call Recording > Automatic Call Recording > Extensions to Record

    The Gap: Park Extensions are missing from the "Extensions to Record" list. Because SMART ACR rules cannot be explicitly assigned or applied to Park Extensions, the system fails to maintain two-party consent rules once the call is parked and retrieved.

    💡 Proposed Solution
    Ensure SMART ACR rules either persist across call actions or can be explicitly applied to Park Locations in the Admin Portal:

    Session Context Persistence (Recommended): Update system logic so that parked calls inherit and preserve the original session's SMART ACR policy upon retrieval, preventing unconsented recording regardless of the Park Extension's settings.

    Admin Portal UI Enhancement: Add Call Park Extensions to the list of selectable extensions under Extensions to Record in the SMART ACR settings, allowing admins to explicitly enforce consent policies on parked calls.

    Business & Legal Impact
    Legal Risk: Unintentional recording of calls involving two-party consent jurisdictions creates significant exposure under state privacy laws.

    Compliance Assurance: Prevents accidental, illegal recordings during complex call transfers and parks.

    Admin Control: Gives system administrators full visibility and control over recording policies across all extension types, including Park Locations.

    🛑 Problem Statement & Admin Portal Gap
    When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

    🔍 Root Cause & Admin Portal Limitation
    Observed Behavior:

    A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

    The call is placed on a Park Location / Extension.

    Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

    Admin… more

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13. Account-Wide Extension Call Routing Report

    Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.

    This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.

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14. Add Support Documentation Link to Info Icon Beside "Smart ACR" Option

    Provide admins with direct access to detailed documentation regarding Automatic Call Recording (ACR) compliance and two-party notification by linking the support documentation to the information icon (i) adjacent to the Smart ACR option in the Admin Portal.

    Administrators configuring Automatic Call Recording often need clarification regarding two-party notification requirements, legal compliance, and operational behavior. Currently, admins must search external documentation manually to find details on how two-party notification works with Smart ACR, leading to misconfigurations or unnecessary support tickets.

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15. Be able to determine if an outbound call got routed to the voicemail of the called party

    Be able to determine if an outbound call got routed to the voicemail of the called party

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16. Performance reports graph for call queues shows inaccurate data

    We need to have an accurate graph representation in the Performance Report for call queues.

    We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.

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17. Ability to see Forwarded Calls in Performance Reports

    Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.

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18. abandoned calls reporting update

    1. abandonec calls should only be counted if the caller volunatrily ended he call. Transferring to another que, voicemail, or another person should not qualify as an abandoned call.
    2. We need a report that we can separate "abandoned calls after 20 seconds" and "abandoned calls before 20 seconds". Soemtimes people call in and hang up in 1-2 seconds and staff dont even have a chance to answer that. It should not count against them.
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19. Texting Folder for Each Location

    every location has their own folder where the text messages go

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20. Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.

    Add functionality in the Admin Portal to generate and download a report listing all phones along with their associated E911 details.

    3 votes

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