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

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  • Updated 8 months 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 9 months ago

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Saadet - Community Moderator, 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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Kevin Wolers

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this was a month ago and I need these metrics from you all.
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Saadet - Community Moderator, Official Rep

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Sorry, Kevin. If our Product Team puts something like this in motion, I will update the thread. As of right now, this feature is not on the roadmap.
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Kevin Wolers

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Okay - Are you able to push this request out?  But maybe harder than simply sending an email?  Let them know an ever growing company is asking for this simple request to be prioritized.  I understand you may have sent emails, but those only go so far.
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Saadet - Community Moderator, Official Rep

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Hi Kevin, I regularly meet with the individual who is charged with Reporting and I do relay all of our customer's feedback.
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Kevin Wolers

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Someone who went to a school like The University of Colorado in Denver should be able to make this happen quicker :) 

Any additional effort is appreciated
(Edited)