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  1. Send email and/or SMS alerts when alarm threshold is met... This may be the same request as "Alarm Notifications" in Uservoice.

    14 votes

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    Under Review  ·  1 comment  ·  Alarms  ·  Flag idea as inappropriate…  ·  Admin →
  2. This can be done manually by clicking "send call to" then typing in the number. As there are so many different numbers that dial in, is there a way to code this in the background to send to the same number they called in on so it goes to the back of the queue? Then add an option that says "Send to back of queue"

    13 votes

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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. Ability to click a tile on the wallboard and dynamically filter and drill-down to the data detail that makes up the wallboard display - ie, 8 Abandoned Calls tile on Wallboard - when clicked and report will display that shows a list of eight abandoned calls and its associated metrics/stats. Tru

    13 votes

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    Considered For Roadmap  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. Be able to duplicate reports in the same supervisor by way of a copy button. This would generate an identical report with a suffix of - copy (1) etc. on the report name.

    13 votes

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    Launched  ·  2 comments  ·  Supervisor Settings  ·  Flag idea as inappropriate…  ·  Admin →
  5. could the longest waiting now tile continue to increment when the call moves/overflows between groups...i.e. if a call comes in to group x and rings the timer starts but after 20 seconds the call is overflowed to group y this currently resets the timer back to zero...ideally it would be great if this could continue to increment past 20secs until answered

    cheers robin

    11 votes

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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  6. It would be helpful to be able to display data for more than one hunt group on a wallboard, not as an accumulative total and not using transitioning to another wallboard display.

    I would like to display individual data for three hunt groups on the same wallboard, waiting now, answered now, abandoned calls, etc. Along with threshold alarms per hunt group. This also not possible in the Hunt Group BLF report, the alarm shows as a total of the column.

    10 votes

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    Launched  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  7. Have the ability to export reports from one supervisor and import in to another

    10 votes

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    Launched  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  8. Ability to show how many users are set to a specifc availability/ unavailable code across a day at different times.

    This would allow supervisors to see how many people for example were in the lunch unavaiable code at 12:00

    9 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  9. Once a call has been ended and a disposition code/wrap up is entered, collect this information to be able to be reported on

    8 votes

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    In Development  ·  4 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  10. Customer facing desks requiring an immediate notification by email of a missed call where a wallboard can not be shown, as Client desk is public facing.

    8 votes

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    Under Review  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  11. Please add Supervisor functionality that allows for a user to "undo" the deletion of a report and/or have a recycle bin where deleted reports can be restored.

    8 votes

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    In Development  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  12. On extension list report, typically when reporting on an outbound team / telesales / telemarketing - a visual "Time since last call completed" would be useful for a supervisor to see or a wallboard to demonstrate who was not putting in the activity.

    8 votes

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    Under Review  ·  2 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  13. Have a continuous alarm for whenever there is an unreturned call on the unreturned lost calls report

    8 votes

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    In Design  ·  0 comments  ·  Alarms  ·  Flag idea as inappropriate…  ·  Admin →
  14. When using a report in BLF view, the tool-tip box containing the call statistics transitions away after a short duration. The only way to stop the tool-tip from transitioning away is to constantly move the mouse cursor over the highlighted user.

    It would be beneficial if there was an option to stop the tool-tip box from transitioning away on the reporting.

    7 votes

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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  15. Currently, the audible alarm will only sound once while the configured threshold is met. Request would add in the ability for the audible alarm to continue sounding, as long as the threshold is met, at a configurable cadence .

    7 votes

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    Launched  ·  1 comment  ·  Alarms  ·  Flag idea as inappropriate…  ·  Admin →
  16. Reseller level access to all the customers we manage and ordered, so that we do not have to have individual log in's to assist customers.
    Audit trailing would be required for these accounts.

    7 votes

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    In Design  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  17. We already have the ability to create a 'Calls By Half Hour Interval' report, but it would be great to additionally have the option to generate a 'Calls By Hour' report. This will allow us to more specifically determine the busiest hourly periods.

    7 votes

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    Considered For Roadmap  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. Have a statistic that shows unreturned lost calls on a tile in the wallbaord view. This would be filtered against the wallboard filter settings

    7 votes

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    Launched  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  19. Give supervisors the ability to propagate their reports to other supervisors, with the ability for the originating supervisor to have the ability to control the reports. with the ability to make them read only to the propagated supervisors.

    7 votes

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    Launched  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  20. The ability to transform the likes of 'calls by tel no' report into a geographical heat map to give a better visual representation.

    6 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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