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Provide log report for SMS texts

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...
almost 2 years ago in RingCentral Analytics 20 Future consideration

Adjust how missed calls are categorized for group calls

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.
Zoe Ratchford almost 2 years ago in RingCentral Analytics 34 Under review

Analytics regarding Text Messaging/SMS

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.
Guest over 1 year ago in RingCentral Analytics 16 Under review

Ability to Download Qos Reports

Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
Rich Salazar 12 months ago in RingCentral Analytics 4 Under review

Report showing DND status

We'd like to see a report that shows how many times a user goes on DND that shows number of times and length of time a user is on DND.
Karl Pashalidis 10 months ago in RingCentral Analytics 7 Under review

Add a call log for a video meeting

Attendance of Participants on RingCentral video meeting whether they call in or use video. The names of the participants do not currently show on the video recording that is viewed by participants unable to make the meeting.
Guest 9 months ago in RingCentral Analytics / RingCentral Video 0 Under review

Need Reports Greater than 6 months, Need one year

I would like to run a report on the inbound calls thus far in 2020 and get data on our Inbound calls and if they have increased month by month and which months after COVID started impacting us in Mid-March and see the impact on our employees phone...
Guest over 1 year ago in RingCentral Analytics 1 Under review

Add a "Who's On Deck" widget to Live Reports

We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 pe...
Guest almost 2 years ago in RingCentral Analytics 2 Will not implement

report for call queue member status at different times

On Admin Portal or Analytics portal to have an option to view the status of the call queue member during a specific timeframe. For example: Agent A was available on the call queue from 11:30 am -11:32 am. Status changed to busy due to a received c...
Guest over 1 year ago in RingCentral Analytics 0 Under review

Ability to download full life cycle of a call

We can see the lifecycle of a call (incoming to receptionist, transferred to an associate) including hold times but cannot download this same level of detail. We want to be able to understand the full lifecycle of the call using analytics, but can...
Karen Inman over 1 year ago in RingCentral Analytics 2 Under review