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We need an emergency call filter in the call reports for a new requirement we are receiving from one of our accreditation surveyors. Right now I have to export all the data from the call report and then filter the csv file for the 911 call or other emergency services calls. In the call report you can filter for 911 but it…
Question: How to place an outbound call to show being placed from a specific queue? RE: In order to have better Queue call analytics not just for inbound calls, but also outbound calls, and I'm not talking about outbound queues for missed calls/callbacks, etc., I mean actual outbound calls placed by an agent that need to…
Hello, One of my support teams is set up as a Ring Group and all calls into our main line that select the option for Customer Support go to this team. I need reporting that shows how many calls are missed to this extension, regardless if any of the team is logged into GoTo at the time or not. I know I can pull reporting…
The most valuable reports aren't the ones with the most data; they're the ones that answer the questions your business is trying to solve One of the things I love about reporting is that no two organizations use it exactly the same way. The questions that matter most to one organization can look completely different from…
As an admin, I wish to export call filter data from Utilities > Call filters. This would allow for reporting purposes of entries that have been added.
I saw a few other suggestions on this but I also want to suggest that there should be some type of voicemail report under the call reports. Managers should have visibility into voicemails to ensure that team members are handling voicemails. Also, there should be an option to retrieve deleted voicemails as well. Goto really…
It would be nice to restrict users to only see their calls in analytics. It would be nice to also have a user by user setting to allow them to listen to only their recordings
Often, call centers need to make outbound calls that are not part of a formal campaign or tied to a missed inbound queue call. These outbound activities should be accurately reflected in an agent’s performance metrics—specifically within the Agent Activity Timeline. As an admin or supervisor, I should not have to rely on…
I noticed that the report currently displays my username and number in my column, but the client column only shows the number. It would be helpful if the client’s name and number were both included in their column for better clarity. Additionally, for compliance with HIPAA/PCI requirements, it would be beneficial to have…
We have Handled count, Abandoned count and Evicted customer count, but unfortunately no transferred count. Can we add this into current reporting?
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