Include "Contact Name" to be used in Analytics/Reports

Related products: Freshdesk Contact Center

In reports, for some reason we cannot group by “Contact Name”.  We can only group by “Customer Number” instead, meaning we cannot see the names of the contacts placing calls, we can only see their phone number.  I have not memorised every phone number of our contacts, so it would be much better if we could see the contact names.



It’s not much of an “idea”, it’s more of a missing Metric, but please add “Contact Name” usage to Analytics.



Look for Requester name or requester email under group by. Just be careful because if you have many contacts this might crash your report :)



Thanks Fred but this is regarding Freshdesk Contact Centre reporting (not Freshdesk).

i.e using the Calls metric;