RingCentral Analytics

I would like to have an analytics view that shows the Visual IVR tree with how much traffic goes down each path. This will show which IVR menus are most frequently used, and show where possible bottle-necking of customer so we can allocate more re...

There are great insights in the Analytics portal but there is nothing that shows SMS traffic. With the 10DLC TCR effort, it would be great to see who is using the feature and what kind of stats and trends there are behind the traffic.

Comprehensive Report for List of All Users in the Account 1. Complete user list with their current Caller ID information in RC app 2. Custom greetings and VM changes with their transcription/text content 3. Modification information - when, what, a...

Within Performance reports it would be very handy to show when queue members log in and out of their queue for supervisors to view. The Audit Trail has this feature of all users but only Administrators have access to this.

Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities. Would like to print out SMS text messages. It would be nice to have a way to access the te...

Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.

I have a retail customer whose work week is Sunday to Saturday and wants a weekly report to reflect this. Last 7 days to date only works if you manually do it on the day in question, they need a report subscription that allows a weekly report Sund...

I want to see what % of outbound calls is answered on average at specific time of a day.

Frankly I am surprised this does not already exist as this is an essential tool for any call center admin.

SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.