1196 results found
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Reflect RC custom message within Admin Portal
The Custom Message text box in the RC app is used by admins to check if someone is on break or lunch based on their message, it would be great if this was reflected in the admin portal so that admins that don't log into the phones but still provide support can see the employee's custom message from the RC app displayed in the portal.
1 vote -
Download user info should include the call forwarding numbers
Download user info should include the call-forwarding numbers
22 votes -
Reporting Capability on IVR Menu for key presses
I need report capability from an IVR menu to see which key presses callers are hitting and would like the following information: # of incoming calls, duration of call, missed calls. Example from my Main IVR menu we have multiple locations - each location has a key press and then a sub menu. I want to see rom my total number of calls daily - what % of calls are going to each location. Then the same thing from my Sub menu IVRs.
83 votes -
reporting on missed call queue calls
Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
- how many times this number called the call queue
- how many times they hung up while in the call queue or while the agent phones were ringing
- CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?13 votes -
Correlating Inbound Queue calls with Outbound User Calls to identify reason for missed Inbound call.
In LOB we have no way of proving if an inbound call to the queue was missed due to the agent already being on an outbound call. Some kind of identifier which shows which agents were busy during the missed call event would be useful. If this could then identify that x number of calls were missed per time period that correspond to outbound activity by the user.
1 vote -
License Limit
It would be preferable to have a cap/limit on the ability to add licenses for Live Reports. Rather than allowing anybody who has access to add licenses whenever. Since we are unable to remove licenses without contacting support.
12 votes -
On the Adoption & Usage reports, filter by Site or by Department
On the Adoption & Usage reports, can I see a filter by Site or by Department? In case I would only want to focus on several sites within a region or one site only.
3 votes -
Would like to have physical technicians to work on my Deskphone
Customer would like to have a technician to come over to provision the phones for them personally.
2 votes -
Allow the import template to accept both First Name and Last Name fields simultaneously without causing errors
The current import template only allows either the First Name or Last Name field to be filled, causing errors if both are completed. This limitation makes it difficult to manage full contact details effectively and impacts usability for business directories. See Case 26711196.
1 vote -
Mask Contact IDs
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 -
call score
Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....
6 votes -
Include the graph when downloading company number's in pdf file
It would be better to include the line graph from the Company numbers report when downloading/exporting the report via pdf file
7 votes -
Have the option to switch access for Analytics reports for call queue managers and normal members
At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.
13 votes -
Business Analytics Dashboard and Reports Share or Export to other accounts
Large accounts where there are more than 2 accounts should be able to create a dashboard or report and share with the users of another account without recreating the whole report or dashboard from scratch. Ideally allow the export and import of the dashboard or report.
My accounts have 10,000 per account (will have 4 to 5) and 20,000 call queues in each. Sharing of the reports would be beneficial.
2 votes -
give option a user to access call logs for particular users
give permission a user to access call logs just for particular extension
6 votes -
Ability to edit global filters on a shared Business Analytics dashboard
The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.
4 votes -
Add "Average Outbound" Metric to Reporting
Description: We would like to request the addition of a new metric in the reporting system to calculate the average outbound over a specified period (e.g., the past six months). This feature is essential for tracking agent performance and improving operational efficiency. Currently, this specific metric is not available in the reports.
The new metric should allow users to easily pull the average daily outbound, excluding weekends, along with other existing metrics such as inbound talk time and dials made. This would be a valuable addition for teams looking to analyze agent performance and productivity more accurately.
1 vote -
Ring in order groups
Regarding the configuration of two ring groups as requested:
Establish the initial ring group under the designated extension, incorporating all numbers and the owner's extension.
Create a secondary ring group under the same extension, replicating all numbers from the first group, excluding the owner's extension.This configuration enables efficient alternation between the two groups when the owner is unavailable.
1 vote -
Combine All Subscription Reports in One Email
Have 3 different reports created. Would be best if can have a setting that can combine all 3 subscription reports in just one email
3 votes -
Soft client registration report
Currently, the Adoption and Usage report only captures data when a user makes a call. We would like a report that shows when a user successfully signs in and authenticates a softclient. This will makes it easier to understand what versions end users are on, even if they are not currently or have not used the soft client in the last 30 days.
3 votes
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