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Analytics & Reporting

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  1. This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.

    1 vote

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  2. For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.

    2 votes

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  3. This would give more accurate reporting for how many calls are made and how much time is spent on calls by employees, regardless of whether they're video or voice only calls.

    1 vote

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  4. Current functionality:The "Name" checkbox to include all users in the Users/Groups/Depts/IVRs/Queues filter seems to be setting the filter value to a static list of all current users. If I had saved a report yesterday that included all users, and we onboarded a few new team members today (including having them added to the phone system), the saved report does not include those incoming users. Instead, the filter maintains the static list that was set based on yesterday's users.The new users show up in the filter now, but I must manually add them to the list of included users either by…

    3 votes

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  5. Admins should be able to select multiple queues when looking at Users under Performance reports.

    3 votes

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  6. Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.

    6 votes

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  7. Grant access to super admins to view active subscriptions for our end users Essential.

    3 votes

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  8. It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file

    3 votes

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  9. It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.

    1 vote

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  10. Would like to have a way to check how many calls we receive on phone number assigned to IVR Menu in your Analytics Portal. Where the calls are being routed and on what key presses caller did press.

    3 votes

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  11. We only want to see the missed calls information when we're on business hours. However, since our hours each day aren't always the same, it would be a great help if there was a way to set the hours daily to different time periods.As it is, there is only one option for the duration of when it starts/stops, but while it would normally be fine as most companies have set hours during the week, there are also some companies like us that have different hours.Ex:) Mon: 8am-5pm Tue: 10am-6mThanks for the consideration.

    1 vote

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  12. It would be helpful to be able to export an excel of all users/extensions along with all of their configuration settings.IE a detailed report with all the configured user settings (For auditing) such as who has personalized voicemail greeting settings versus who is using the default

    5 votes

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  13. Not enough details in Analytics Portal. For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log to identify if Agent was set to Take all calls at the time that the call came in. Another instance is that while there is a KPI of Abandoned Hold, it does not show which call it is, to make it easier to track and listen to, should recording exist.

    2 votes

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  14. We need to analyse incoming and outgoing calls from clients to see who is and who is not contacting us. The number alone is no use.

    1 vote

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  15. Many companies use individual phone lines to track calls from different forms of advertising or different ad campaigns. Currently, there is not an easy way to see the number of calls per individual phone line for a particular time period. My company spends a lot of money for different advertising and a report like this would allow us to determine the effectiveness of the ad. Ringcentral had this reporting several years ago before the system was changed.

    2 votes

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  16. In OnDemand enabled user is able to start/stop the voice recording. In our process based upon customer request, the user can stop the recording for some time and again start the recording. We need the logs, what time the call got started recording and stop recording.

    1 vote

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  17. It would save me a lot of time from having to select this field many times throughout the day. Thanks!

    1 vote

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  18. We have created a queue, that has 14 - 16 800#'s tied to. ( A rule was created, directing these numbers to a queue)We would like to pull reports per phone number, then per member, then pull how many calls this member answered from the particular 800#. Then average handle time.From what I was able to find, via the site and speaking to one of your knowledgeable reps, this is not possible at this time.It is very important to us to know how many calls are coming in per 800# assigned to the queue, since each number represents a different…

    1 vote

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  19. For managers this report will be helpful in dealing with daily voicemails for reps/users. Monitors who has read or unread their voicemail inbox.

    5 votes

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  20. Hello, Having the ability to filter first time dials VS repeat dials in a call log would be extreamly helpful. This would be a tremendois help in managing how many new aquisition calls our sales rep's are making VS how many existing client calls they are making. We can use this data to corilate with their pipeline strength and retention.

    2 votes

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