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  1. Hello, Reference Case: 25759433 we would like to be able to run performance reports with different levels of SLA (% of Calls answered in 30, 60, and 90 seconds) and be able to retro get the data instead of only being able to pull what is from the live SLA marker. I tried pulling a previous month's SLA with different SLA settings but only got the same number as what the live SLA setting was at. I would ideally like to see the different. Additionally, I would like the Business Analytics to have an SLA option since only performance reports…

    4 votes

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  2. Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    5 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  3. Ability for other users that is not Super Admin to access/view the live reports. Since some owners doesn't want other users to access the Admin Portal as Super admin and make changes.

    15 votes

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  4. Generate a consolidated report of user data across multiple call queues.

    I have multiple call queues with the same users, and It's better to have a weekly report that provides call statistics for each user in each queue, including total calls, average calls per day, and average handle time.

    3 votes

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    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  5. Currently super admins cannot edit live reports created by others, or see someone's private live reports board. It make it tough to manage.

    12 votes

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  6. Add the ability to differentiate the voice queues for data shown in RingSense reporting. This would give a clearer indication of volume for clients and make it easier to organize data on their end.

    2 votes

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  7. Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.

    17 votes

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  8. Calls that are monitored are not showing under the action tab for call logs

    3 votes

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  9. We would like to request the addition of a report feature that can track the number of calling minutes used per phone number, broken down by month, with a year-end summary. This report would greatly assist us in monitoring usage patterns and identifying any phone numbers that may be approaching or exceeding usage limits over the course of the year.

    Having this data would enable us to proactively manage and address any potential overage issues before they occur.

    2 votes

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  10. Super admin extension needs to have a visibility on admin portal who created the subscription report in Analytics and also have an option to edit.

    3 votes

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  11. It would be great if the Data Retention could be longer especially with the data in the Analytics Portal as some information is needed for more than just 6 months.

    23 votes

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    1 comment  ·  Other  ·  Admin →
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  12. We need a count of unique contacts or numbers dialed. It must be unique to show how many different numbers were dialed per period (day, week, month, etc...) Not only the amount of outbound calls but unique numbers dialed.

    1 vote

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  13. We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    6 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  14. TO ADD FILTER FOR TIME RANGE FOR WEEKDAYS WITHOUT THE WEEKENDS

    1 vote

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  15. Would love to be able to select a dashboard to add a new user to at the point of creating the new user. This would update the dashboards without having to manually go and visit them and update them. The same could work for User Groups and Call queues. A non mandatory drop down would be great when creating these items.

    1 vote

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    New  ·  0 comments  ·  LOB  ·  Admin →
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  16. I would like to saved the manual call recording on admin portal not only on the extension who did a manual call recording- for outbound

    2 votes

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  17. The customer wants to have generate reports for the contacts they add on a daily basis for sales purposes.

    2 votes

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  18. Ability to track on audit trail to see who sent an external invite when a user or a super admin send an external invite to create a free account

    1 vote

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  19. When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.

    2 votes

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  20. Description: Currently, the Call Log Delivery Setting allows only one email address to receive call logs. We request the implementation of a feature that permits multiple email recipients to be added for this setting.

    Reason: Allowing multiple email addresses for call log delivery would significantly enhance collaboration and communication within teams. It ensures that all relevant stakeholders—such as managers, team members, and support staff—receive important call information simultaneously, improving response times and facilitating better decision-making. This feature would streamline operations, reduce the chances of missed communications, and foster a more integrated approach to team management.

    3 votes

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