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  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    534 votes

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  2. It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy

    43 votes

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    New  ·  6 comments  ·  Adoption & Usage  ·  Admin →
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  3. Call should not be detected as missed if it was answered elsewhere

    21 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  4. I would like to be able to see the total time a user is toggled on to accept calls

    45 votes

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  5. We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    9 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  6. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    14 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  7. Add a "country" filter in analytics portal, under performance report tab

    18 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  8. I like that Call Queues have the option to Interrupt Audio with an Interrupt message. It would be nice to take that one step further and utilize it as a mini-IVR menu.

    I want to use the Interrupt Audio to let the person on hold know they can Press 1 (or whatever button) to go directly to that queue's voicemail and configure a button press to work in that manner.

    The current IVR configuration doesn't have what we need to utilize it for Queue purposes, and the Call Queues don't have configuration settings we like from the IVR menu.

    5 votes

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    New  ·  0 comments  ·  QOS  ·  Admin →
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  9. Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    38 votes

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  10. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    39 votes

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    6 comments  ·  Other  ·  Admin →
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  11. When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    3 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  12. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    18 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  13. When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.

    33 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  14. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  15. The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    7 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  16. There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…

    4 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  17. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    3 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  18. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  19. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    25 votes

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    3 comments  ·  Other  ·  Admin →
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  20. I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    12 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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