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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?
We have had and issue several times where an agent has forwarded their own lines either accidentally or intentionally but forgot. A report that can be run to see what extensions are forwarded if any would be helpful.
Currently the report shows the total number of calls aggregated for the selected date range (e.g., last 7 or 30 days). Could we add a feature to view this data broken down by day? It would be great to see the daily volume trends within those date ranges.
Please leave the Call Reports-user activity the way that it is. When we run reports, we need to see all data, regardless of whether or not a call was answered. Viewing the report from the analytics tab does not give all the data like the weblink for reports shows. This report is vital and needs to show all data, not just…
In the Activity reports can we please have the duration updated from seconds to minutes?
I am trying to get a call report of calls taken at each extension. When I run the reports the numbers are WAY off. I assume they are counting calls to a ring group that are answered elsewhere. That doesn't do much good. Am I missing something to get a report of just the calls the extensions answer.
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