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  1. For call queues that accumulate more than 50 callers, it is best to have the accumulated duration or total wait time of the customer throughout the journey of the call before it's answered by a representative.This is an important feature on Analytics: Performance Reports & Business Analytics to know how long a caller is served or answered.

    1 vote

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  2. when setting up the wallboard the customer would like to remove the warningsthe customer is expecting that the warning will disappear when the wallboard goes to full screen

    2 votes

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  3. I would like a new widget to showcase the top performers in the sales teams on the wallboards accross our offices and also one to highlight those at the bottom that need to improve - It would be good to add some logic to exclude those that are absent for the day so the lowest performer that has greater than 1 call so it excludes the 0 calls and 0 call times staff.

    1 vote

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  4. I can see the reports to count calls by user and queue but I want to get a report showing customer's phone numbers who have called us multiple times from the same number

    1 vote

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  5. Our staff can easily unsubscribe from important call reporting. Not good. Please remove ability to unsubscribe. Thank you!

    1 vote

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  6. 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

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  7. It will be easier for customer to just change the ownership instead of creating a new performance report.

    1 vote

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  8. 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

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  9. 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

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  10. 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

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  11. 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

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  12. This will be helpful for us to see if the agent has missed a call and just deleted it.

    2 votes

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  13. 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

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  14. 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

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  15. I would like to request to have a feature in business reports in analytics where we can filter out the actual abandoned calls from the calls that are just being tagged as abandoned when someone answers the call from a call queue

    2 votes

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  16. 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

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  17. My call center manager wants to see monthly trends by hour to help him with staffing.

    6 votes

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  18. I would like to be able to export the quality reports to send them out.

    1 vote

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  19. Call Report for Dropped Calls

    5 votes

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  20. 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

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