User Analytics Needed in Reports
When creating a report, it fails to give incoming call number, outgoing call number, timestamp, and duration of call per call. These basic analytics need to be included for users to give managers a better detailed picture of their users. You can duplicate my issue by going into Reports, create report>Voice Report, Select User Activity. Any date, your choice but I am trying to do specific day(s). These users are not in a Call Queue but everyday employees that take direct calls from customers/clients.Horrible User Activity Reporting
How does this Cloud PBX system have horrible analytics? When creating a report it fails to give incoming call number, outgoing call number, timestamp, and duration of call per call. These are basic metrics in any type of call analytics on a PBX. You can duplicate my issue by going into Reports, create report>Voice Report, Select User Activity. Any date, your choice but I am trying to do specific day(s). These users are not in a Call Queue but everyday employees that take direct calls from customers/clients. Very sad this is not even a standard reporting metric.Daily User Report
In GoTo Connect reports there is not an option to create previous day or for the week reports for users nor is there an option to have that scheduled. There is only 30,60,90 days, and Custom. We need to have the ability for our managers to see weekly reports and at times, previous day reports on specific users. I spoke with Tech Support, and they said this is currently not an option or feature.
Call Volume Reports for Past 30 days sorted by hours of the day
We would like to be able to get a report that shows call volume (call over time) by the hour for the past 30days. You are able to see this for a single day however you are not able to see this for the past week to 30days. It would be great to be able to see this information to know what hours of the day we are receiving higher call volumes, but would like it to be looked at for a larger span of time than just a single day.
Voicemail Reports
I may have suggested this before, but I've had some customers recently ask me for a voicemail report (full, number of messages, etc.). They are looking for a report that lists all users and their voicemail box status. As far as I know, the only way to get that is by manually logging in to each user' mail box or desktop app. Something like the image below. Hopefully this can be added. If it's already available, I don't know where to find it. Thanks!
Forced = Forced
So the Supervisor Interface when user is paused says Forced but GoTo 0.574.0 4.12.2 user interface shows user as Away. Now we don't want users using Away as an option so Forced was perfect. Now all of our users have been using Away which we don't want as a selection status. How about we keep Forced as is and change the user interface back to it so that users don't think it is an away from desk function. Forced stays Forced initiative.
Alerts - New Software - More granular filters
We would like the ability to use a filter to include/exclude keywords when creating new software alerts. For example, we do not want to have alerts for Microsoft product installation/updates. So we would like to exclude alerts for any product that contains the word "Microsoft"
Spam and Fraud call protection enhancements
We need some call spam and Fraud protections and blocklists. There should be a way to see known spam call lists. There are a lot of spoofed numbers that are robocalls and they need to block or have a way to block unconfirmed calls. one way to validate calls is to confirm that a call matches the incoming number that is calling it is does not match do not allow it thru.
