787 results found
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1 vote
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call log & session logs show missed call, even when a 404 from ICP or 486 from TEL is received
call log & session logs show missed calls, even when a 404 from ICP or 486 from TEL is recorded. This is related to SFDCC 21341855 and more
1 vote -
Agent State Log in Analytics Live Report
It would be very helpful if we add Agent State Log in Analytics Live Report. Currently, the customer has the option to see the "Status" Column within the Agent Details Widget but that only shows if the agent is available or unavailable but not the Agent status which shows how long an agent has been in a status.
5 votes -
App Adoption Report
It would be great to have a simple, easy to access report showing the app version used by all users. If this is available now, it's not obvious. If RC is going to force a minimum app version, which is reasonable, it should make it easy for admins to identify non-compliant users.
4 votes -
Report Subscription Customization
For Analytics Report, It would be great if we can add customs subject and make in only delivered on specidic Days of Week an don specific Time.
3 votes -
The ability to check performance reports of all call queues even though you're not assigned as manager to it
The ability to check performance reports of all call queues even though you're not assigned as manager to it
4 votes -
bring back call volume and queue monitor
You used to have call volume in a 24 hour period and calls in queue, that has now disappeared and there is nothing
2 votes -
Add alert of adding a number to sms campaign
It would be nice for the admin and user to receive an email letting us know the number was added to the SMS campaign. Also, provide analytics on the sms message in the campaign to make sure we are not in violation.
1 vote -
Good to have Alerts for Missed calls
I would like to create a analytics alert for when the company has a number of missed calls. It would be nice to be able to narrow down to calls that lasted longer then 10 seconds or something.
1 vote -
Add an analytic for failed calls
If a user places or receives a call and it either fails to get out from the original user or fails to reach its destination and why it failed, where it failed, and possible troubleshooting steps.
1 vote -
Creating functions with KPI's
It would be nice to be able to do simple functions with the KPI's that I create. For example if I have a call group that has 1000 abandoned calls a week it would be able to subtract all calls that total time was less then 10 secs. This function could change our 1000 abandoned to 400 and give us a more actionable data set.
1 vote -
Add Handle Time (out) to be added in Calls Tab in performance reports
Customer wants the actual feature be added in Calls Tab in performance reports.
1 vote -
Modify Time for Analytics Report
The customer would like to have this feature such as modifying the report subscription, increment every 15 or 30 mins instead of hourly. They also wanted to have an immediate test like they can download it directly.
4 votes -
Team Message Filtering
Please provide the ability to generate top talkers report for specific Teams/chat channels.
1 vote -
Analytics: Detect Users with no such Activity
Would like a report of all users in a table with their number of last 6-month activities that have had no activity such as inbound, outbound, transfers, hold, etc and the metric is zero, and then show it to me in a table rather than performance reports where I would have to check each user manually.
1 vote -
Saved Performance reports and Subscriptions can only be accessed by the user who created them
Saved Performance reports and Subscriptions can only be accessed by the user who created them. It would be great if all other super admins in your organization would be able to access and manage these reports and subscriptions in the Analytics portal.
21 votes -
Allow admin user to turn users on and off que under live report
This will help manage users to go on call que
1 vote -
Productivity reporting per agent
The ability to pull a report on when they log on and off for comparison with work time. This should be a standard available report to help in managing the productivity of our agents.
4 votes -
Performance Report - Date and Time Filter
When filtering the date to "yesterday", the system will default the time from 12AM to 11:59PM. And when we try to change the time, the system will then filter it together with the date.What we need is to have a default filter of "Yesterday" with the option to change the time that would be covered without the system specifying it to yesterday's date so it can be reused for other days.
4 votes -
Detailed Transfer Call Report
A report that pulls information for the transferred calls per user. We would like a more detailed report for who users are transferring to.
2 votes
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