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Settings and activity

5 results found

  1. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    547 votes
    Future Consideration  ·  88 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Roman commented  · 

    There needs to be a way to easily run a report showing actual performance metrics. Right now you can run a report that shows how many abandoned calls a queue had over a period of time. But to see why each call was abandoned or what happened on the call, you have to run several different reports. The call log by itself does not show how each call was routed and what happened on the calls. For example, if you have a queue with 15 users in it. You run a call log report to see how many abandonded calls you had last work week. You can see the call only after it hits that queue, you can't follow the entire call path to know how many times it was transferred or the path it took to get to that queue. And then you can only see the agents it rang for that call. You cannot see the status of all of the agents in the queue at that time. So if only 3 of the 15 agents in that queue were available at that time, the call log will only show those 3 agents. It will not show if the other 12 were on a call at that time or if they were in do not disturb, logged out, etc. You have to run separate reports to get this info and then manually match all of it up. This should be an easy to view report. Please add this.

    Roman supported this idea  · 

  2. Make Call Log Report Viewable On Screen

    1 vote
    New  ·  0 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Roman shared this idea  · 

  3. run user status report

    37 votes
    Under Review  ·  9 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Roman commented  · 

    Excellent feedback here. I second all of it.

    Roman supported this idea  · 

  4. Please add the last work week option to Call Log Reports.

    1 vote
    New  ·  0 comments  ·  Analytics & Reporting » LOB  ·  Admin →
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    Roman shared this idea  · 

  5. ivr visual editor pdf options

    7 votes
    Under Review  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Roman supported this idea  ·