Help Center

Reporting and Monitoring

Agent Queue Availability Report

  When setting up Queues, you can add agents to a Queue and mark them as Dynamic. This means that agents can log in and out of Queue whenever they want, using system shortcodes or the Nuacom apps. With the Agent Queue Availability Repor...

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REPORTS - Queue Reports

The Queue report will give a detailed breakdown of incoming calls based on the huntgroups/queues on your account     Date & Time Range   Abandoned qualify time & Wait duration explanation Abandoned qualify time (seconds) the time that...

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REPORTS - Missed Call Followup

This report will display the missed calls which were not returned either by the caller or the agent.when you return the call, or the call is followed up, the entry will be removed from the list.     Date & Time Range      

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REPORTS - Incoming Calls

The Incoming Call Report will give you a breakdown of ALL or a selection of numbers on your account               Date & Time Range        

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REPORTS - Missed Call email notifications & Email Reports

The Missed Call Report will send an email to tell you when you missed a call from a particular queue/phone number or you can get notified of ALL calls coming into your system         The Email Reports section will allow you to send a ...

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REPORTS - Extension Usage

The Extension usage report will give you a breakdown of the amount of inbound/outbound calls made by the agents/extensions on your account & a breakdown of the duration of these calls made     Date & Time Range   You can pull the repor...

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REPORTS - Nuacom Wallboard

The Wallboard is a valuable tool that looks at the calls coming into a queue   By Default, It will show you the inbound call activity for each queue Calls AbandonedCalls CompletedAverage Call Time Average Hold Time  By Default, It will a...

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Playback for recorded calls

Calls that are recorded can be played back from the handset that is connected to NUACOM. By default, only the incoming calls are recorded. Then an announcement to the caller is played to let them know that the call may be recorded. If yo...

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How to set up missed call email notifications

Log in to the NUACOM customer portal. Navigate to Reports -> Email Reports. Click on the "Add New Recipient" button and enter the email and the number for which you wish to be notified. The ‘For’ drop-down will allow you to select the...

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Call Center - Live Call Monitoring

  An essential feature of a call centre is to be able to listen to/monitor a live call. The call centre manager can use this to help understand the call and take the necessary actions to help the agents. It can also train new agents by g...

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