Hello 2 things:

#1 - when someone is calling in, and weave notifies us on the computer, or in the call log in the dashboard- it would be super helpful to know what extensions the pt was calling for. People are leaving voicemails on extension 2 (for optical) but the front is seeing a missed call and they calling back, but the pt already left a VM on the optical phone, so then the optical is calling the pt back later. It's not clear enough what extension the call was meant for. And the call log shows all the calls, even if it's not your extension, so it might be good to add a small note in the call log Ex. 2 AND have it in the notification box when it pops up for calls.

It would be great to have the ability to track which Phone Tree options answer/miss calls. Instead of just having a total amount of answered and missed called for the general phone number, it could break down like this:

Ext. 1: 160 answered / 23 missed
Ext. 2: 12 answered / 31 missed
Ext. 3: 9 answered / 0 missed
Ext. 4: 0 answered / 45 missed

This way we could see who is dragging the average pickup rate down/where we need to improve.

*Product Improvements * submission from <@U04N3TRGPUG> *What department are you in? * Support *Which Feature does this pertain to? * Phones *What area of the Feature? * Analytics *What pain points/suggestions does the office have? * This office would like the ability to track transferred calls in their phone analytics. *Is the customer registered on <http://feedback.getweave.com|feedback.getweave.com>? If so, they might be contacted by a product manager! * I don't know *Either way, what email do they use? * <mailto:dhiggins@jmpetresort.com|dhiggins@jmpetresort.com> *Name of office requester * Dan Higgins *What is the office Phone Number? * <tel:(508)588-5661|(508) 588-5661> *Location ID of request * b6071368-6fc6-4ba5-a523-694fef22be6f

1. Fix your reports so that the timestamp correlates with the correct time zone and not coordinated universal time.

2. Include on your reporting whether or not a missed call was returned. Or at least make it feasible to view the call history from a certain number directly from the analytics screen (versus having to search for the caller in the app to be able to view the history).

3. Show the extension number/group that the caller selected per the phone tree when there is a missed call so that administrators can identify which department is not answering their phones.

4. Create a filter for "phone number called". Currently you can sort by the number called but you can't filter.

5. Create a filter for "missed calls when open" in table view; currently this is only available in the charts view, which doesn't give detailed information.

Reporting capability for phone trees to see how many calls are routed through each option of the phone tree.

I'd like to know the average number of rings before an inbound call is answered. Do we get the phone in 1 ring, 2 rings, 2.6 rings, etc. This metric would only be for answered calls and would help me coach my front desk folks and identify shortcomings.

Currently, there is only a way to filter by date or a specific patient phone #.

Create an ability to filter on all elements of the report:

office user, inbound / outbound, calls > x seconds, result (answered, missed, etc), caller name, phone tree #

Scenarios could include:
- Evaluating outbound calls made by a new employee. Filter by John Smith, outbound, calls > 30 seconds
- Evaluating inbound calls from unknown callers that were answered. Filter by unknown, inbound, calls > 60 seconds

It would be REALLY useful if this report could include what phone tree #'s the user dialed so that we could filter on that as well.

For instance, if they selected 1 for book an appointment, I'd want to hear those specific calls. OR if we missed any of the calls where someone was trying to book, we could call them back. This is a VERY HIGH VALUE feature.

I would want the phone tree #'s to show up in the phone app as well as the call records screen so that we could better understand why they are calling.

Lastly, if that phone tree # could show up on the weave software when the phone was ringing, we could decide if we want to pick it up or not (i.e. book appointment more valuable / time sensitive than someone who needs customer service).

Thanks!
David

*What department are you in? * Support

*Which Feature does this pertain to? * Phones

*What area of the Feature? * Analytics

*What pain points/suggestions does the office have? * Office would like to be able to filter Phone Reports not just by days, but by times of day. They would like to be able to filter reports to just their open hours. Some sections in analytics do show times, but they want to see reports of just their open times and ignore the analytics for when they are closed. Also, not sure if this is possible, the office would like analytics on which options callers dial in the phone tree