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  1. I think it would be a great idea to have the end date of a custom range auto update daily to the next date in order to create a live analytics that we can view without having to manually update the custom range on our end. We have several platforms that use this in regards to analytics. This allows us to freely create dashboards and view our analytics without worrying about custom ranges.

    4 votes

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  2. Download is not available as pdf

    2 votes

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  3. Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities.

    6 votes

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  4. In Analytics, can another KPI be added that counts the number of calls that had been forwarded when users have applied ‘Custom Rules’ and the new ‘Forward all calls’ feature.

    1 vote

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  5. as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.

    4 votes

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    Implemented  ·  1 comment  ·  Other  ·  Admin →
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  6. Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine

    2 votes

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  7. super admin profile to have more powerful access to filter call logs per sites and groupshave more group manager so that the call log filtering wont be limited to the group manager in charge of the site

    14 votes

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    Implemented  ·  2 comments  ·  Other  ·  Admin →
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  8. It would be useful is for the new LOB Analytics if we could make a table widget include more results per page and make widgets height more than 4. For example if we want to make a total leaderboard of a team of 48 people, the current option would only let us see 13 a time and to need to click on next pages to see other people. Should be an option to make the pages as long as needed and then make the widgets any height to fit that need.For the trend widget, it would be useful to be…

    4 votes

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  9. It would be very useful if Admins have the option to look at the hops during a call (i.e., from the caller's IP to the Server IP to the Callee's IP and back) so we can see where in the call that call quality deteriorates and can determine what's the cause. The QoS tool is great for the summary of a call, but this can help us troubleshoot call quality issues on our own.

    1 vote

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  10. customer wants to have an option to generate automatic hourly call productivity report

    5 votes

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  11. This would be useful to single out the users with issues and narrow it down to what is causing the issues.This would allow records to be kept by admins so that causes for moderate to poor call quality can be monitored for each users having issues.Since all stats for calls are captured from the call starting point to Ring Central and then from Ring Central to the end point. There would only need to be a report to subscribe to.

    2 votes

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  12. The spacing for the dashboard is wide which takes up a lot of space. Is it possible to trip down the spacing so when viewing the dashboard you do not have to scroll up or down to view all the team members.

    1 vote

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  13. Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.

    3 votes

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  14. Currently within Performance report there is KPI for Average Wait time, which as I understand it includes answered and abandoned calls. Can the performance reports have further two KPI as following: 1. Average wait time Abandoned only calls2. Average wait time Answered only calls

    8 votes

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  15. We have recently migrated from a Call Queue to a Delegated Line configuration for our Customer Service team. The change came with some great improvements to call handling, but has shown a significant flaw... no reporting of call activity in Analytics.The ProblemA week after activating the Delegated Line our business owner asked a simple question, "over the last 7 days who has been answering the Customer Service calls?"Simple question, but there is no answer!Accessing Avaya Cloud Analytics showed two issues, delegated line calls are not included in any of the standard call and performance reports. In fact, the Inbound call…

    1 vote

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  16. It would be great if you could create a link in analytics to share a report with someone rather than only downloading or subscribing. This would allow for a lot more SIMPLE dashboard integrations. Thanks!

    4 votes

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  17. Under, Performance reports, you are given KPI info in a graph form, for the company as a whole.what we are asking for the graph to be available for the user information as well.

    1 vote

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  18. Large Enterprise Customers in Europe often have worker's councils who do not want end user data being visible for 'longer than is required' as per GDPR law. In their eyes, 6 months is too long to see when a user last called someone, logged in and used an App endpoint etc. As such, they would like to be able to change the data range for which data is visible on the Platform, and just have high-level usage data that does not contain end user names.

    3 votes

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  19. Instead of picking a date on the calendar and keeping that specific date, I would like an option to choose a certain amount of days from the current date. Without changing anything this report would always be x days in the past. For example of it was 3/30, the report would give information from 3/27 or if it was 12/25, the report would give info from 12/22.

    1 vote

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  20. We would like to have the ability to compare KPIs day over day for the previous week. For us it is showing missed call % by user for each day of the week so we can track trend

    4 votes

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