796 results found
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Track Manager usage of Call Monitoring and Call Recording
It would be helpful to know how much time or how many times a manager is spending monitoring and listening to recorded calls to ensure they are providing feedback to the team members. This would be very helpful Thank you.
2 votes -
The ability to transfer the ownership of performance reports of one extension to another.
It will be easier for customer to just change the ownership instead of creating a new performance report.
1 vote -
Call Log Information for RingGroup
Calls that were connected to an extension with RingGroup set don't provide details on the extensions being connected, who was able to answer or miss the phone call
1 vote -
Favorite Live Report Dashboard
The ability to favorite your teams live report for faster and easier access when there are multiple Live Reports. Its time consuming and frustrating to favorite the page but every time you load it you have to scroll through multiple teams to locate the one your team uses.
4 votes -
Live Reports and Performance Reports - Restrict data visibility
Would like to setup live reports so that individual sales agents can see their intraday call stats but NO-ONE elses. At present this isn't possible. Needs to be live/close to real-time for daily target tracking
1 vote -
Weekly Call Trends Analytics
I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.
1 vote -
Admin Access to see if an agent deleted Missed Calls on the App
This will be helpful for us to see if the agent has missed a call and just deleted it.
2 votes -
New Widget for Live Reports
Need to add a Widget that shows who is receiving the call. There area no widgets that show who is receiving the call. I need to be able to know which agent is chosen.
1 vote -
Performance Report Refused/Abandoned Calls
Refused calls are those that a User did not answer. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to User B. User B answered the call. The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.Expected Behavior: Would want a report that will tag the refused call as one when entered in the queue regardless if 3 members did not answer the call.
4 votes -
Call Logs Reports Account Identifier
Please include to the call logs email report the account where that specific report/email was sent from, espcially if they are handling multiple accounts and receiving email from the call logs reports daily so they easy know which account call report they recieved.
7 votes -
Adoption and Usage
Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data
3 votes -
A report that shows the daily call trends by the hour for an entire month.
My call center manager wants to see monthly trends by hour to help him with staffing.
6 votes -
Be able to export Call Quality Reports to PDF
I would like to be able to export the quality reports to send them out.
1 vote -
Call Report for Dropped Calls
Call Report for Dropped Calls
5 votes -
Offer business hours selection for recurring reports in analytics.
Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.
24 votes -
IGT DIAL REPORT UPDATE
Please adjust the daily report
2 votes -
Download Adoption & Usage page as a PDF
I need to download the Download Adoption & Usage page as PDF. The performance report is no way near in depth as the Adoption & Usage page.
5 votes -
Data for Hold time when transferring a call.
just to keep a record of our employees when they answer a call.
1 vote -
Export Performance analytics in a specific time period (Month) to be broken down by day not summed.
Managers would find this helpfulIt is useful because you can see total # of calls an employee did on a daily basis instead of the lump sum of the time period. You guys basically already have this data in the graph. If it can just be exported in a CSV. I included a screenshot of another program that does this and it makes it very easy to export all this information.
1 vote -
QoS - Meetings Filter For RC Rooms
It would be very helpful as an IT admin to be able to sort QoS by calls in which RC Rooms were the hosts or in attendance. Currently it requires employees to report the meeting ID or title of the meeting to troubleshoot. If we could sort by Rooms, it would also allow us to see how frequently meetings are being booked in conference rooms to do cost analysis.
1 vote
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