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RingCentral Analytics

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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...
over 3 years ago in RingCentral Analytics 31 Future consideration

Ability to track agent time by phone status

Currently, there are only metrics around talk time or hold times, but no metrics on agent's phone status. There should be reporting on how long an agent's phone was in available, Do Not Disturb, or other statuses. This is an important metric for m...
Guest almost 3 years ago in RingCentral Analytics 9 Future consideration

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 over 2 years ago in RingCentral Analytics 4 Future consideration

Allow Queue Managers to Log Users in\out of a queue.

Allow Queue Managers to Log Users in\out of a queue.
Randy Haun almost 3 years ago in RingCentral Analytics 0 Future consideration

On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.

Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.
Guest over 2 years ago in RingCentral Analytics 0 Future consideration

I want to see what times the calls are made per user!

See when there is downtime
Guest about 2 years ago in RingCentral Analytics 1 Future consideration

Analytics - IVR key presses as a KPI option

Be able to see what IVR key presses are being used for a site/branch within analytics site. Right now we have no way to track routing to shared que's from branches using it. i.e. caller pushes 2 on ivr, is routed to a large multi site que. i would...
Guest about 3 years ago in RingCentral Analytics 0 Future consideration

A way to identify peak call volume

I've attached an example we are looking for. Peak hours month by month. We are looking to have an easy way to see where we need to resource our staff to best support our customers. As we are a technology solutions and service company for Retail an...
Guest almost 3 years ago in RingCentral Analytics 1 Future consideration

Call in queue notification

adding a sound notification to alert of a call in queue would be great!
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

Need to be able to retain data longer so we can do a Year over Year comparison

Would be useful to analyze phone trends and how usage has changed during the pandemic - so would be nice to see 2019 trends vs 2020, 2021
Guest about 2 years ago in RingCentral Analytics 1 Future consideration