Ability to view caller ID in Agent Details/Queue Details
It would be helpful if the caller ID of the caller that the agent is connected with, or is waiting in queue, could be visible. It could display on hover or in it's own column/row. This would allow transparency for agents to be able to see if anoth...
The ability to select the performance reports to be sent out within a working week whilst still having them come out on the hour as well as peoples inboxes get clogged up over the weekend and national holidays with reports.
We have a need for reports across accounts. At the moment, we're manually combining reports from all of our different accounts/businesses. It would be much easier if there was a way to generate reports for all accounts that you have access to.
Currently, under analytics, we can only send reports to 1 email address. It would be very useful for myself, as the Information Systems Director and my IT Manager to both be able to receive those reports.
Add a feature to download the Adoption and Usage report in .pdf
I would like to have an option to download or email the adoption and usage report as shown on the screen in a .pdf format. Currently, the only option is excel format without graphs.
Agent reporting of their accessibility and availability to answer calls, i.e. Agent A was available and accepting queue calls from 9a-12p EST & from 1p-6p, they were available but not accepting queue calls. The live agent report is helpful, bu...
Report on the Duration of How Long a Call is Monitored
To be able to know how long a call has been monitored for the productivity of quality auditors. Apart from being part of the Reports/Analytics, it should also be available for Salesforce Task Object