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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.

    427 votes

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  2. Add a "country" filter in analytics portal, under performance report tab

    17 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  3. 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

    12 votes

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    New  ·  3 comments  ·  Adoption & Usage  ·  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

    23 votes

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  5. 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…

    24 votes

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  6. 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

    22 votes

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    5 comments  ·  Other  ·  Admin →
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  7. In QOS Analytics for VIDEO we display "Microphone" and "Speaker"

    "<div aria-label="Speaker" class="detail-item--k34E8" role="listitem"><div class="title--GOM98">Speaker</div><div class="description--Vdzit"><div>System default speakers</div></div></div>"

    This is NOT including in the call card for Phone (only RCV).

    Please add in data to show what Speaker and Mic combination was used by a phone user.

    Reason for request.
    If call MOS is >3.8 we have no way to see if the call was on the internal mic or the headset.

    14 votes

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    1 comment  ·  QOS  ·  Admin →
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  8. When a large account with multiple office locations or remote workers, there is no report that would allow us to provide the address for all customers if entered. Our reports can filter by "ship to address" but if the user has a softphone or a BYOD device this field is blank. This would help our teams perform a multitude of internal audits with this option.

    12 votes

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  9. Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    60 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  10. 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.

    14 votes

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    2 comments  ·  Other  ·  Admin →
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  11. 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.

    7 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  12. In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    13 votes

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  13. Combined reporting for called queues and users. Our calls ring to everyone and if no one answers after a certain # of calls, then it's considered an abandoned call. The call is then routed to a dedicated voicemail user extension and patients can leave a general voicemail. After about five calls with tech support, they said it is not possible to generate a report that shows the # of voicemails and missed calls the way our system is set up.

    10 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  14. We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    5 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  15. 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.

    12 votes

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    Under Review  ·  1 comment  ·  Alerts  ·  Admin →
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  16. The ability to get more information on abandoned calls within live reports. Currently we can view how many calls have been abandoned on a live report but there is no way to get any other information unless you investigate performance reports. it would be of benefit to be able to get this information straight from the live report page so that customers can be called back.

    10 votes

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  17. We need an analytics report for SMS messaging

    9 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  18. We would like reports to generate in modern formats .xlsx by default, as we move forward with security enhancements. Our company policies block legacy file formats due to security reasons but the reports that generate from Ring Central are in old formats .xls

    6 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  19. Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    5 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  20. It would be preferable to have a cap/limit on the ability to add licenses for Live Reports. Rather than allowing anybody who has access to add licenses whenever. Since we are unable to remove licenses without contacting support.

    10 votes

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