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Analytics & Reporting

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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.

    413 votes

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  2. 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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  3. 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.

    58 votes

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    Under Review  ·  3 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

    14 votes

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  5. 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.

    11 votes

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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…

    18 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  7. 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

    16 votes

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    4 comments  ·  Other  ·  Admin →
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  8. 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.

    9 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  9. 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.

    9 votes

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    1 comment  ·  Other  ·  Admin →
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  10. 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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  11. 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.

    9 votes

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  12. When using Business Analytics and filtering by "daily" it is not clear that this is the sum of the whole day, even if you are looking at other data, such as minimum, maximum or average. If you are looking at one day and one day only, the Average if filtered by daily will show the same data as sum. This is the same with Minimum and Maximum. However, if you filter by more than one day,the information does appear to show different averages, but is still based on the whole "days" call and not the average of the daily calls.

    6 votes

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  13. 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.

    9 votes

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  14. At the moment there is a limitation that locks the performance reports view of a member to only see the call queue they are the manager of and will not allow them to see other call queues or users. You can only see them all if the user was removed as a manager of the call queue. It would be best to have a switch that allows them to have the capabilities to switch between the 2 or atleast the super admin would have the option to allow them to see either one through the portal roles and permissions.

    11 votes

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    0 comments  ·  Other  ·  Admin →
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  15. It would be great if the Data Retention could be longer especially with the data in the Analytics Portal as some information is needed for more than just 6 months.

    15 votes

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    0 comments  ·  Other  ·  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.

    8 votes

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  17. We need an analytics report for SMS messaging

    8 votes

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  18. Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.

    6 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  19. 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.

    9 votes

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    Under Review  ·  0 comments  ·  Alerts  ·  Admin →
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  20. Fax report in performance report. For the customer to have an option to check the number of fax they received per day.

    To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report

    7 votes

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    0 comments  ·  Other  ·  Admin →
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