RingCentral Analytics

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, 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...

If I want to share analytics I have to take screen shots. I would like to be able to download the data to share.

As it stands currently, when downloading an LOB Analytics widget or a full dashboard as an excel spreadsheet, the Caller Name, which is displayed in the dashboard widget is being omitted from the spreadsheet. This makes the report significantly le...

Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.

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

It would be beneficial for a Filter on LOB Analytics to filter recordings in or out of a call log.

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.

Adoption & Usage reporting only works for "User" phones. We would like to pull the same data from limited/common area phones as we perform monthly metrics.

It would be great if the live report could show other type of status on the agents, like Lunch, Training, Braked or Logged Out. Also it would be nice if we could measure amount of time an agent is in a status, like amount of time available, amount...