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102 results found

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

    18 votes

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  2. 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.

    18 votes

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  3. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes

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  4. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    3 votes

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  5. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes

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  6. To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    2 votes

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  7. Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    3 votes

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  8. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    8 votes

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  9. Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    4 votes

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  10. It will be good if we could extend the duration of data retention for call recording so that customers can still download recordings in case we will be needing it.

    12 votes

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  11. 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.

    5 votes

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  12. 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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  13. 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.

    2 votes

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

    3 votes

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  15. I would like to saved the manual call recording on admin portal not only on the extension who did a manual call recording- for outbound

    2 votes

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  16. The customer wants to have generate reports for the contacts they add on a daily basis for sales purposes.

    2 votes

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  17. 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.

    3 votes

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  18. It will be better if we can log the DND time stamp of the desk phone for monitoring.

    3 votes

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  19. Request for an option to mask or hide contact IDs to enhance privacy and security for users. Currently, no such feature is available.

    1 vote

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  20. 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

    1 vote

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