#Urgent. Filtering on reports

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!. U.S. Based Firm
2. Consulting for Physicians
3, 4 and 5.   KPI filters:
For reporting, we need to filter reports by #notanswered as well as #internalcalls.  Right now, your KPIs are limited and also dont show up on live reports so we have to address all of our filtering on performance reports.  You already have not answered and internal calls in your database fields so it should be simple to apply these two fields as KPIs to filter out of reports. The benefit of this is to get a true calculation of revenue generated calls.  If a call is #notanswered via a voice or voice mail, then there can NOT be any revenue associated with this call bc/ no one was spoken to and no one got a voice mail message. Same logical thinking applies to internal calls- internal calls are people calling other employees which does not generate external business/revenue.  Furthermore, a lot of times the not connected calls are wrong numbers or hangups by the person dialing out so why would they ever be counted in a call report?  
At bare minimum, can we get the performance reports to add these KPIs.  Live reports should have KPI features too, however, we should have it at least on the performance reports.  
6. 9 numbers of users.
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Dawn Pascale

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Posted 1 year ago

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