211 results found
-
Improve Speed of Historical Reports
One of the most helpful reports in RCX is the Interaction Details report, this allows you to investigate a call thoroughly while also providing the call recording URL. The report may not load for up to 45 minutes at a time which doesn't lead to a timely investigation. Improvement of this report to near real-time would help with business needs.
2 votes -
RCX - Ability to have agents share my stats to sup at end of shift without exporting full page
Customer needs the Ability to have agents share my stats to sup at end of shift without exporting the full page. This is due to the delays we're experiencing for Historical reporting. we are aware that Historical reports are delayed for 6 hrs (23004883)
6 votes -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
3 votes -
combine Analytics page with Agent page- Less screens
Combine Analytics page with Agent page- Less screens
1 vote -
Analytics
I wanted to have an option to filter the skills/queue in analytics in RingCX.
2 votes -
Timezone option for Engage Voice Historical Reports
In prebuilt report, the customer easily change the timezone in accordance to their location. This could really save their time so much. Since the Prebuilt Report is already on End Of Life, the customer strongly request to include the timezone option in the Historical Reports
8 votes -
reporting
Administrator should have option to filter the reports in analytics.
1 vote -
Realtime Dashboard>Today's Calls to become Today's Interactions
Suggestion is to change "Todays Call's" in Realtime Dashboard to "Today's Interactions" and show digital conversations along with the calls for an omni channel experience.
2 votes -
In Realtime Digital Dashboard, have the ability to Monitor/Coach/Barge in
When using the realtime dashboard monitor, provide digital interaction supervisor controls allowing monitor, coach and barge
3 votes -
On/Offhook Reporting by Aux State
Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.
10 votes -
Better Segmentation in Reports
By default, all reports pull up all records. This can become a significant performance issue in busy systems over time. The UI should provide a date range with some predefined options like today, last 7 days, etc. with the option to specify a custom range before executing the query to view the results.
2 votes -
Historical Reports to include additional data fields
Include data points in the historical reports that match the prebuilt DRD report like lead First, Last Name, Title, Suffix, etc.
8 votes -
Engage Voice Historical Report_Inbound call detail_Call recording is shared with both agents
When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.
1 vote -
Add Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
3 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
3 votes -
Add fields from Prebuilt reports to Historical reports
With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report
5 votes -
Allow data collected from scripts to be included in reporting in Historial reports
With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.
1 vote -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
5 votes -
Agent Conduct Report updates please
As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report.Specifically, please add fields for these time buckets - Break, Away, Training. We have a custom bucket, IT Tech, which would be very helpful. Login and Logout time stamps would be great as well.thank you
3 votes
- Don't see your idea?