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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.

    474 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

    23 votes

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    New  ·  3 comments  ·  Adoption & Usage  ·  Admin →
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  3. 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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  4. I would like to be able to see the total time a user is toggled on to accept calls

    33 votes

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  5. 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

    35 votes

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    5 comments  ·  Other  ·  Admin →
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  6. 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…

    30 votes

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  7. 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.

    23 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  8. 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.

    21 votes

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    2 comments  ·  Other  ·  Admin →
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  9. 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.

    21 votes

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  10. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    9 votes

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    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  11. 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.

    67 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  12. 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.

    5 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  13. I need to be able to see all numbers to keep track of usage analytics.
    A report that will show the minutes usage of each toll free numbers or numbers.

    9 votes

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  14. 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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  15. 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.

    16 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  16. BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.

    4 votes

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    New  ·  2 comments  ·  Accessibility  ·  Admin →
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  17. 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.

    9 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  18. 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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  19. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    7 votes

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    New  ·  0 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.

    7 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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