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  1. Data that shows time and date of call refusals in Analytics, Performance report

    26 votes

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    Under Review  ·  3 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Lorraine commented  · 

    Accurate reports that include the exact date and time of each missed or refused call are critical for our customer service team. I hold my team accountable for all missed and refused calls, and without this level of detail, it's difficult to properly investigate, coach, and resolve discrepancies.

    Lorraine supported this idea  · 

  2. The HUD functionality available in CRM integrations such as Salesforce or HubSpot

    2 votes

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    New  ·  1 comment  ·  Developer Platform, APIs, & Integrations » Integrations: HubSpot  ·  Admin →
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    Lorraine commented  · 

    Access to the HUD functionality in HubSpot is critical for our agency support department. We rely on it daily to update availability (on a call, available, out to lunch, on break, out of office, etc.) and ensure proper call coverage. Without consistent access to HUD, our ability to manage workflows, support one another, and maintain service levels is significantly impacted.

    Lorraine supported this idea  ·