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With regards to the User Usage report the system emails out. Where can that report be customized? For instance the report shows Outgoing and Received calls but those totals include internal and external calls. We not interested in calls between extensions. We want to change that to just show calls coming from outside and calls being made outside our organization. Same with Missed calls. We just want to see what external calls were missed.
Then we would like to add an agent idle time. The current report shows total call time. But we would like to add idle time to see how long our agents sit and wait for calls to come in. Taking total call time less amount of working hours per day wont work as people go to the bathroom, coffee break and lunch.
Please explore the Zoom phone power pack. It has advanced Reporting and Analytics capabilities here. You can add it as an add on to your phone license:
In addition you also get Desktop Power user functionality in the same add on
Hope that helps
We do have the power pack. Our problem is the data that's displayed aren't really relevant to a call center and we have no option to customize these reports to what we need. The upsetting part was we asked when we signed up about this and we were told it would cater for our needs but up to date it hasn't.