CX Call Issues Report

This report provides an effective way to track potential call issues reported by agents and displays the following information:

• Issue options selected by Agents (while handling calls) along with the CDR. 

• Graphical view of calls with or without issues.

• On-screen options for call recording playback (Listen), monitor extension (Listen in Extension), Download audio, and Call Details.

Open

Report Description

(Inbound and Outbound Unless Otherwise Stated)

Table: Audio, Actions, Start, End, Duration, Type, End By, Caller, Destination, Agent, Queue, Call Issues, DID.

Note: Charts % of Calls with issues versus Calls without issues.

Report Filters

• Date Range.

• Active Queues.

• Queues. 

• Queue Groups. 

• Agent. 

• Time Range, Type. 

• Phone Number.

Report Features

• View graphical chart.

• download report as spreadsheet.

• add/view notes.

Available in Offering

• Sangoma CX Advanced and Sangoma CX Premium