1306 results found
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Call Park
Call Park location should be accessible to see on desktop/mobile app.
1 vote -
Ability to assign/share a User's direct number as a caller ID to other users
We would like to be able to share a user's direct number as a caller ID with other users.
7 votes -
widgets
Allow for Widgets to be saved and available to add to any dashboard via checkbox or "add" button. Currently each custom widget has to be re-created on each dashboard. This would save a ton of time. Although my date ranges look predefined, they are custom (no weekends, or Wednesday, etc) Screenshot attached.
3 votes -
how many users use business analytics report
Need to see how many users use business analytics reporting
8 votes -
Specific Future Dated Scheduled Reports Option
To have the Analytics Report Subscription's Email Delivery Schedule an option to create one that will allow the customers to set specific future dates.
3 votes -
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 -
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 -
Analytics Company Numbers- Ability to filter if its routed to the call Call queue,IVR or User
Analytics Company Numbers- Ability to filter if calls are routed to the Call queue,IVR, or User
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 -
Missed call report that shows all available users at the time of the missed call.
Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.
45 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
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