We need a filter in the phone analytics that show how many calls each individual user takes, and a way to find the average call length for each User. As others have stated, a way to track hold times would also be useful, especially if we can track that by user as well.

The locations that have phone trees set up have calls that are labeled as “missed” when they actually got redirected to the pharmacy voicemail box.

We’d like to suggest a built-in filter that can exclude those "missed calls" from their metrics to better benchmark our locations.

User stats would be extremely helpful to manage performance. Below are some attributes:
Total Staffed time
Total unproductive time
Number of calls taken
Number of calls rejected
AHT

Queue level reporting is necessary to determine calls terminating in multiple places.

This is great keep it coming!

Hello. I would love to see a 'calls waiting' feature with the time that each patient has been waiting. Also, it would be great if you could pick the call you want to pick up from the list if it's someone you've been waiting to call you back. Agent stats are lacking as well.

Love this! I do have a lot of questions as to the categories of the analytics.
1) What is the Weave average - industry benchmark?
2) When I select to print the PDF, it's not a usable format
3) I am trying to look at a consistency trend based on day to compare to scheduled users it's difficult to see what days the trends are occurring without a manual count.

So many great comments here! Would love to see hold times and to be able to filter by Weave user. What is defined as a "Long Duration" call? Would like to see the time of day those long calls happened, or, Weave user associated.

This is a nice feature. It would be very helpful to have access to all the abandoned phone numbers as well as the missed calls directly from this page. Also, for me is important to be able to find out how many of those calls were returned.

It is a very helpful feature Thank You! It would also be helpful to see the analytics of incoming texts messages and outgoing to show the volume of patients that prefer to use that form of communication.

I love that this is an option! Two things that I think could make it amazing:
1. allow us to filter by Weave user
2. allow the report to open in Google Sheets, many of us no longer use excel.

Hold times

The call analytics available at the company and store level are not analytics at all. We need basic call reporting. Roll up Abandon Rates, Number of calls, # Current client calls and # of all calls. # calls not answered during business hours.

Those are just a few examples of valuable metrics needed.

Love the idea for the new feature! Thank you for making this accessible for multi-office businesses. It appears like the next page button might not be fuctioning quite right. It wont allow you to click next when the list is long enough to go behind the "Chat with bot" bubble. It would be nice if we could auto sort using the headers. For example, if you were to click users it would automatically group similar users together is aphabetical order, or if you were to click results it would give you an option to view only answered, missed, or abandoned phone calls. If anything, it would be cool if we could export this information into an excel format. That why would be be able to sort this information into any formation me may need. Update: looking back at the video on the Weavehelp site, it looks like ours might be missing some of these features.