Would like to report on how long someone has been unavailable in live reports.

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  • Updated 1 month ago
Why can't the live report dashboard show how long someone has been unavailable? 
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Adesh Bridgemohan

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Posted 1 month ago

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Saadet - Community Support, Official Rep

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Hi Adesh, your request is a tad vague. For instance, you don't mention if this is for User Extensions, Call Queues, etc. 

To help our Product Team understand your request and assure it gets more consideration, please include the following details in your request: 

  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT)
  2. A brief description of the business 
  3. A high level description of the product or feature being requested
  4. A typical use case scenario explaining how your business would use the feature
  5. Benefit of such feature
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines
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Adesh Bridgemohan

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This would be for user extensions in the live report dashboard. 
1. Business account
2. Call center and customer service 
3. Live reports dashboard
4. The dashboard currently shows the length of a call in minutes, how long a caller is on hold but does not show how long an extension has been in the unavailable status.
5. To be able to monitor and manage my employees better. 
6. N/A
7. I have 148 users/exts in my account. 
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Kevin Wolers

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When can we get an answer on this?

This request is a basic metric that ALL call centers should have access to.  Not sure why it wasn't created in the first place.

Please provide an ETA.

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Saadet - Community Support, Official Rep

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Hi Kevin, this is a brand new request with 2 votes. At this time there is no ETA regarding if/when it could become available for Live Reports. This is something that our Contact Center package offers if you're interested.
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Kevin Wolers

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What does that mean?  Your contact center?  Meaning additional costs for me and my company?

How can we get visibility on this?

Can someone please contact me?  I have worked in call centers for over 7 years and it is surprising a basic metric like this is not made available.

I am sincerely hoping something as elementary as this is going to cost me extra per month.
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Saadet - Community Support, Official Rep

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We partner with a company called inContact in order to offer more features for people who are Call Center centric. I would suggest contacting your Account Manager to learn more.

Regarding visibility on Feature Requests, I regularly send reports to our Product Team. 
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Adesh Bridgemohan

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Saadet, Contact center, as Kevin stated, cost a lot per month, 20k+ for the amount of users I have. Your suggestion is I pay 20k+ per month to be able to tell how long someone's extension is unavailable? This is very basic, because you already reporting when an ext is available or unavailable, so you just need to add a timer.