1197 results found
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Ability to get an alert when no agents are logged in during queue hours of operations
I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.
Currently there is no ability to set up an alert when no agents are logged in.
2 votes -
Press 1 for incoming call information to be applied in all mobile carriers
Press 1 for incoming call information to be applied in all mobile carriers
2 votes -
Filter out a specific skill in the custom reports and do it in multiple reports at the same time
Filter out a specific skill in the custom reports and do it in multiple reports at the same time
1 vote -
Ability to generate reporting for entire day without running into "Too many data points"
Allow reporting analytics to display data without requiring extra filtering before data appears.
Currently when customers attempt to view an entire days worth of calls in reports such as the dialer result download or the interaction detail report, they are required to filter down the data below a certain number of data points before anything is presented.
Allowing customers to pull an entire days worth of data without filtering will allow Analytics to be on par with the old prebuilt reporting.
1 vote -
Generate reports for call quantity by specific producer groups - sales vs. Service team
We have a sales team and service team and need call reports specific to each group. Current reporting parameters is for the whole agency, and we need to be able to break these reports by producer and group.
1 vote -
Generate Report based on Caller ID Number
We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.
12 votes -
Have recording go automatically into my file when I download instead of me having to do it manually
Have recording go directly into my file named for recordings. Right now I have to manually add it to my recordings file
1 vote -
Have persons name on the recording when it is downloaded to my recording file
I have to keep all recordings for a 10 year period for Medicare.
Having the persons name on the recording before being downloaded would save alot of time1 vote -
Ability to generate reports in the Analytics to show only internal calls transferred to a queue
Ability to generate reports in the Analytics to show only internal calls transferred to a queue
1 vote -
extract all external call data
Extract all external call data. Data to show users and queues and all other information.
1 vote -
option to view individual SMS logs for non-admin roles
Is there any way to give a user (manager) access to run her own SMS Logs reports, same as she does with Call Logs, but without giving her admin rights?
4 votes -
Agent State log by agent, group of agents
We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
date/range of dates
individual agent ID/list of agent ID's
call center teams4 votes -
Option to have the Include attachment for voicemail notifications be enabled by default.
I would have preferred to not have a hidden menu at this section in the user configuration AND to also have it in the RC desktop or web app"
1 vote -
Option to add Avg Abandon time in Performance Report.
This option is available in Live Reports so it should be available too in Performance Reports.
3 votes -
Call queue: Able to show the total calls and total answered calls of the call queue members within 30 secs excluding abandoned call
The customer needs the total number of calls that were answered by their call queue members within 30 seconds for their SLA excluding abandoned calls. Under the Performace report > call queue, no option to filter a KPI for SLA for the call queue members who answered a call within 30 seconds.
6 votes -
Ability to see trend in calls to particular company numbers over time
We are trying to reduce calls to our toll-free number. I would like to see how the calls to the toll-free number change over time, one month to the next. I can see the total calls for any time period, but the current graph only shows secondary data (eg. total calls vs answered), and the numbers are combined across the company numbers rather than split up.
1 vote -
download reports to where transfered calls are sent automatically
When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered
3 votes -
Business Analytics - Average Speed of Answer per Queue
Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.
Average Speed of Answer is also availabe in Performance Reports.
Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.
Thanks,
3 votes -
Receive SMS only
Requesting for this feature to be enabled for the client for business needs. Only need to enable sms feature for inbound sms only.
2 votes -
IVR prompts
The option to choose a male or female voice for the text to speech prompts
2 votes
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