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Enter multiple "Answer Types" without using "All"
It would be useful to be able to specify multiple different call answer types, without the need to include all types (overflowed off etc). So for example, if we only want to see calls that were answered or abandoned in an extension list, and not include advanced calls etc.
1 vote -
Report to identify pause resumed calls
I would like to be able to identify any calls that a device has paused through the Horizon business call recording
2 votes -
Unable to specify seconds when setting a date/time range on a report
We are no longer able to specify the seconds when setting a date/time range on the reports. This is required as we sometimes need to run a report on a single call and have to filter out any calls that started/ended within the same minute.
This is also causing an issue because the report is automatically rounding up the end time by adding 59 seconds to it, which is not obvious to the end user. The workaround for this would be to set your report (e.g.) to end at 16:59, but if you're not aware it's doing this you would…
4 votes -
Multiple Filter Criteria on a Historic Report
The ability to chose historic call totals by time period with multiple periods within a period. on the Y axis, and Person/Extn/Agent etc on the X Axis so that all calls are not just cumulative totals of selected Extns, but are by Extns and by time break, EG the attached.
2 votes -
Filter Sort Order
Is it possible that when you filter the device names, it shows in alphabetical rather than numerical order? This particular customer has around 200 call centre groups so having to manually look through all of them is very time consuming.
4 votes -
Hide ACD stats for signed out agents
We would like to exclude agents from and ACD Agent List when they are not signed in. i.e. If the report is filtered to show a specific ACD Group, we only want to see stats for the agents that are currently signed in to it. So if (for example) an agent is away on holiday, they wouldn't be shown on the report.
4 votes -
Filtering ACD Status Log By Status
Filtering ACD Status Log By Status
1 vote
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