Add the ability to see a Survey average total per user, in addition to having the survey average broken down per survey. It would be nice to be able to see the total Survey average per user, and potentially per queue as well.

I'd like to be able to have reporting on the amount of time agents are at work, but not actively taking calls. This is a common call center metric, but not currently available in the video channel. We would like an easy way to see the productivity of each agent and the time spent outside of active calls.

I would like to request adding in some additional columns to the booking report page:

Currently, we only show chatbot interactions where the end-user chatted with the bot on the chatbot reporting page. We should also show agent-only chat interactions for this reporting. We will need to distinguish between interactions with the bot and with an agent.

A client has requested the ability to view the amount of time an agent has spent wrapping up a call after a member has cancelled it. The attached image has a depiction of what this would look like on the monitor page

I would like to see an enhancement to the current text completion time tracking feature. We're very busy utilizing our text platform and at present, the system measures completion time from when a text is opened until it is completed, which can result in extended time gaps when we're waiting for members to respond. This doesn't accurately reflect our team's response efficiency. For better accuracy, I would suggest implementing a feature that pauses or excludes the time a text is left open while waiting for a response from the overall completion tracking. This adjustment would provide a more accurate response time and workflow.

A few enhancement requests for reports:

Can hours be broken down into 30-minute increments?

Enhancement to measure actual average wait time (removing the zeros) and number of calls with a 0-wait time?

A timeline reporting that tracks the time and agent status throughout the day.

Text numbers report based on interaction and not individual text.

Create a more intuitive reporting experience. Including custom dashboards, reports and data analysis