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Status Under review
Created by Richard Valenta
Created on Apr 28, 2022

Nice in Contact Call Analytics

Submitted in the Contact us interface in the Nice in Contact interface as well...

I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

2. Some way to link Nice in Contact to the Ring Central Office product so calls show in the analytics reporting there (probably most user friendly in one place)

3. A stand alone analytics package to show call quality similar in the fashion of Ring Central Office (vs. a pure MOS score that is more limited).