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153 results found

  1. Request to Align Call Outcome for Unanswered Calls with Voice Prompt to "No Answer" in Call Logs and Performance Reports

    Currently, there seems to be a confusing and misleading mismatch between the call logs and performance reports. Specifically, when a call is not answered by the recipient and a prompt is heard (e.g., "called party not available" or "number is not active"), the call will show as "Not Answered" in the call logs. However, in the Performance Reports (under Calls), it appears as "Connected - Live Talk."

    To ensure consistency, the call outcome label should be the same on both platforms for this scenario. We recommend that it be displayed as "No Answer" across both systems. It's important to note…

    2 votes
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  2. Download Business Analytics Report without all the call details just the results

    Have the ability to download the Business Analytics Reports with just the actual results of the calls and not including the complete path/journey of the call.

    1 vote
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  3. Generate Report for calls being monitored

    Calls that are monitored are not showing under the action tab for call logs

    5 votes
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  4. To get a log of the calls that are made by Notifications Plus

    We have problems with Notifications Plus not always notifying the person who is supposed to get the call. To be able to get a log of the calls that are made by Notifications Plus. That would be very helpful. A log file would help me be able to see what is going on.

    2 votes
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  5. Ability to add user extension instead of DID in the callers section of custom rule

    Ability to add user extension instead of DID in the callers section of custom rule. The customer doesnt use phone# when caller each other internally but only extension number that's why they wich to have an option to add an extension as an option for the "callers" section of custom rule.

    2 votes
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  6. need a report on deleted users

    We are trying to query data on some of our old users and want to query our external database that saves call recordings. Right now there is no way to pull up the deleted users from the past. The audit trial has a limit of 180 days, this seems like a pretty big limitation. If this data is to be stored with the current system then users must be left in the "disabled" state for a long time, this will cause clutter on the user dashboard.

    1 vote
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  7. RingSense: Add ability to differentiate the voice queues in RingSense reporting

    Add the ability to differentiate the voice queues for data shown in RingSense reporting. This would give a clearer indication of volume for clients and make it easier to organize data on their end.

    3 votes
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  8. performance report on IVR external transfers

    I need to pull up performance reports on how many IVR calls went to the external transfer

    1 vote
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  9. add a second number for the verification code

    Ability to add a second number for the verification code …. When I sign in I have my primary number and an email address that I can send the verification code but I want to add either a second email or a second phone number to receive those verifications

    2 votes
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  10. Option to retrieve deleted recorded calls

    Option to retrieve deleted recorded calls

    1 vote
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  11. Performance Reports- Calls Tab- Filtered for Missed and Answered Call

    When accessing the Performance Report in Call tab, no option to sort or filter for missed and answered calls. It will only show or provide the result of both answered and missed calls. Suggest to add an option to sort the type of calls for more efficient and friendly way of getting data in Performance Report Call tab.

    6 votes
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  12. Digital Channels >> Supervisor "barge in/whisper"

    Digital Channels >> Supervisor "barge in/whisper" : In the "message/text/chat" can the color be different than the agent for clarity, to separate the note from/by supervisor? I see the name but a color would help separate when a) customer, b) agent, and c) supervisor are all in there "talking".

    1 vote
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  13. We need to add "Total Talk Time" to performance reports

    Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's

    3 votes
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  14. Add multiple email recipient on Call Log Delivery Setting

    Description: Currently, the Call Log Delivery Setting allows only one email address to receive call logs. We request the implementation of a feature that permits multiple email recipients to be added for this setting.

    Reason: Allowing multiple email addresses for call log delivery would significantly enhance collaboration and communication within teams. It ensures that all relevant stakeholders—such as managers, team members, and support staff—receive important call information simultaneously, improving response times and facilitating better decision-making. This feature would streamline operations, reduce the chances of missed communications, and foster a more integrated approach to team management.

    4 votes
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  15. Fax confirmations and reporting

    In need of a more metrics and reporting regarding outbound faxes.

    Confirmation Page:
    Provide information like time and date, the number dialed, username of sender, fax result. This could be an optional feature that you could turn on for all users to receive an email with this information after a fax.

    Reporting:
    It would also be helpful in the call logs to provide more information on the sent faxes. Provide information on the amount of attempts until being successfully sent, etc.

    1 vote
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  16. Call Logs - Pages

    To have an option to skip pages to view instead of just clicking per page.

    1 vote
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  17. Fax Confirmation Page

    An option to download a "CONFIRMATION PAGE", that Is NOT just a simple email. A page where it tells you all the details of the fax, in a "typical" manner as most fax machines. An end user with access to the fax line should be able to generate a confirmation page, on request, as needed without having to submit a ticket or ask an admin to retrieve the logs.

    • When it was sent, date and time
    • Duration of the fax
    • Number dialed
    • Result
    • Pages sent - this is a metric that is currently not monitored from my experience. If I…
    8 votes
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  18. SLA BREAKDOWN

    Hello, Reference Case: 25759433 we would like to be able to run performance reports with different levels of SLA (% of Calls answered in 30, 60, and 90 seconds) and be able to retro get the data instead of only being able to pull what is from the live SLA marker. I tried pulling a previous month's SLA with different SLA settings but only got the same number as what the live SLA setting was at. I would ideally like to see the different. Additionally, I would like the Business Analytics to have an SLA option since only performance reports…

    4 votes
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  19. Failed faxes

    We need to be able to see preview of the document for failed faxes. How can we know what document it is sent or for which patient when the fax is failed multiple times after retrying!!!!
    Urgent!!!!
    Please allow us to preview the document sent and failed

    1 vote
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  20. Call reports of logins and log outs of users.

    We need call reports of users logged in and logged out of their devices. This should be in Analytics as Audit Trail provides limited information.

    1 vote
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