1350 results found

1. Historical Reporting for Message-Only Lines

   Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.

   For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:

   Patients who proactively chose voicemail instead of holding, and
   Callers who were forced to voicemail after exceeding hold-time thresholds

   This distinction directly affects how we measure and report on call abandonment, hold-time performance, and true patient access to care. Without historical trending, this volume is essentially invisible in our access reporting — understating actual call demand and misrepresenting the patient experience.

   Requested functionality:

   Historical volume of messages received per Message-Only Line (daily/weekly/monthly)
   Ability to filter/report by date range, consistent with other queue reporting
   Ideally, a data point differentiating "opted into voicemail" vs. "system-forced to voicemail due to hold time," if technically feasible
   Exportable data consistent with other Live Reports for integration into existing access dashboards

   Business impact:
   Without this, organizations lack a complete, accurate picture of call volume and access — specifically the portion of demand being deflected to voicemail — which undermines the integrity of access and volume metrics used for staffing, performance accountability, and strategic decision-making.

   Current Account Manager: Jaclyn Nickel, David Chao (Request reported to JN 09.16.2026)

   Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.

   For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:

   Patients who proactively chose voicemail instead of holding, and
   Callers who were forced to voicemail after exceeding hold-time thresholds

   This distinction directly affects how we measure and report on call… more

   21 votes

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2. Add Explicit "Do Not Disturb (DND)" Agent Status Metric and Breakout to Live Reports Dashboard

   As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.

   Current Pain Points & Behavioral Gaps:
   Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state directly into the generic "Unavailable" bucket.
   To see if an agent is actually in DND, supervisors have to change their dashboard configurations to "Expanded View Mode" or guess based on call routing behavior. Because "Unavailable" conflates multiple backend states (such as being manually logged out, system timeouts, network disconnections, or DND), leadership lacks real-time, actionable visibility into what their staff is doing at any given second.

   Proposed Solutions / Enhanced Capabilities:
   Capability 1: Standalone DND Column/Widget Metric
   Introduce a dedicated DND column to the Agent Details widget and include a unique DND counter block in the Agent Counts overview scorecard.

   Capability 2: Granular Status Breakdown Mapping
   Update the Live Reports backend data engine to parse out the strict DND state from other "Unavailable" triggers. When an agent turns on DND, their individual live status row should explicitly change to a distinct color/label (e.g., a hard red indicator labeled "Do Not Disturb" or "DND").

   Capability 3: Specific Filter Thresholds
   Add a dashboard filter toggle that allows supervisors to selectively view or isolate only agents who are currently on DND, streamlining remote team management and floor coaching.

   As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.

   Current Pain Points & Behavioral Gaps:
   Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state… more

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3. Unified Audit Trail for Report Subscriptions

   Implement a centralized audit trail and management view within the Analytics Portal for all scheduled report subscriptions. This feature should provide administrators and support teams with system-wide visibility to track:

   1. Who created a specific report and subscription.
   2. Which extensions or email addresses are enrolled to receive it.
   3. The lifecycle history of the report (creation, modifications, and deletion).

   Justification:
   Currently, the Analytics Portal lacks centralized visibility for subscriptions. If a customer needs to unsubscribe from an automated report—but the report was created under a different, hidden, or deleted extension—there is no way for support to locate the source subscription to turn it off. This creates a frustrating experience where customers are spammed with unwanted emails that we cannot easily stop. Adding a unified audit trail will eliminate these blind spots, significantly reduce support resolution times, and give administrators the oversight needed to manage account-wide reporting effectively.

   Implement a centralized audit trail and management view within the Analytics Portal for all scheduled report subscriptions. This feature should provide administrators and support teams with system-wide visibility to track:

   1. Who created a specific report and subscription.
   2. Which extensions or email addresses are enrolled to receive it.
   3. The lifecycle history of the report (creation, modifications, and deletion).

   Justification:
   Currently, the Analytics Portal lacks centralized visibility for subscriptions. If a customer needs to unsubscribe from an automated report—but the report was created under a different, hidden, or deleted extension—there is no way for support to locate the source subscription to turn… more

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4. reports for conferenced calls

   The customer requires a tailored call analytics report within RingCentral to track all transfer and conference activity, with the ability to filter the results down to individual users.

   9 votes

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5. Ability to Filter/Export Only Chargeable Calls & Single Monthly Summary Export for High-Volume CDRs

   When high-volume enterprise accounts attempt to export monthly Call Detail Records (CDRs) for billing reconciliation, the portal automatically splits the dataset across dozens of separate files due to line-limit thresholds. This creates significant administrative friction for partners and customers who only need to audit billable usage, as they must manually download and merge many individual files to calculate monthly fees. We request an enhancement to allow users to filter reports specifically for "Chargeable Calls Only" prior to triggering the export. Excluding free and internal calls beforehand will drastically reduce file sizes, enabling a single, consolidated monthly usage report that streamlines billing verification and improves portal usability.

   When high-volume enterprise accounts attempt to export monthly Call Detail Records (CDRs) for billing reconciliation, the portal automatically splits the dataset across dozens of separate files due to line-limit thresholds. This creates significant administrative friction for partners and customers who only need to audit billable usage, as they must manually download and merge many individual files to calculate monthly fees. We request an enhancement to allow users to filter reports specifically for "Chargeable Calls Only" prior to triggering the export. Excluding free and internal calls beforehand will drastically reduce file sizes, enabling a single, consolidated monthly usage report that streamlines… more

   9 votes

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6. Add "Average Speed to Answer" (ASA) Metric to the Company Numbers Performance Report

   1. Business Need & Context
      The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.

   2. Current Limitation
      In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA metric.

   3. Proposed Feature / Enhancement

   Add ASA as a KPI: Include Average Speed to Answer (ASA) as a toggleable KPI card and column in the Company Numbers Report within RingCentral Analytics.

   Calculation Rule: Measure the total duration from the moment the call reaches the RingCentral platform via that specific phone number until the call is answered by an agent/user (including queue wait time).

   1. Business Impact & Value

   Customer Retention: Allows managers to evaluate queue efficiency and staffing levels per phone number without having to rebuild 1:1 Call Queue mappings for every single direct line.

   Reporting Parity: Brings phone-number-level reporting in line with call queue performance analytics.

   1. Business Need & Context
      The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.

   2. Current Limitation
      In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA… more

   9 votes

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7. Display Agent Status Duration in Live Reports Collapsed Mode

   Current Limitation:
   The Agent Details widget in Live Reports only displays status durations when set to Expanded Mode. In Collapsed Mode, supervisors get a clean, high-level availability summary, but lose visibility into how long an agent has been in their current status. To see duration, supervisors must switch to Expanded Mode, which adds per-queue rows and clutters the dashboard view.

   Proposed Enhancement:
   Add a Status Duration column option in the Agent Details widget settings for Collapsed Mode (when Remote Member Management is active).

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   7 votes

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8. Multi-Select Extensions for Call Log Filtering and Reporting

   Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

   Description:
   Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

   We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

   Requested Enhancement:

   Allow users to select multiple:
   IVRs
   Call Queues
   User extensions
   Groups
   AI Receptionist extensions
   Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
   Support reporting periods of at least 30 days and 60 days.

   Business Use Case:
   The customer has multiple IVRs configured with Business Hours. In some IVRs, callers can press a key that routes the call to an external phone number.

   The customer needs to review all applicable IVRs at once and determine:

   How many calls entered each IVR.
   How many callers selected the option that routes to an external number.
   Which IVR routed the call externally.
   The destination external number, where available.
   The total number of calls routed externally during the selected reporting period.

   Example:
   Instead of running individual reports for IVR 101, IVR 102, IVR 103, etc., the administrator should be able to select multiple IVRs and generate one consolidated report covering all selected IVRs.

   Requested Reporting Period:
   At minimum, support 30-day and 60-day reporting periods, with the ability to select a custom date range where supported.

   Expected Benefit:
   This enhancement would significantly reduce the time required for administrators to audit IVR call routing and provide a consolidated view of calls that are transferred or routed to external numbers. It would also improve reporting, monitoring, and operational analysis across multiple IVRs, Call Queues, Users, Groups, and AI Receptionist configurations.

   Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

   Description:
   Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

   We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

   Requested Enhancement:

   Allow users to select multiple:
   IVRs
   Call Queues
   User extensions
   Groups
   AI Receptionist extensions
   Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
   Support reporting periods of at least… more

   10 votes

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9. call record

   Have the ability to delete/remove call recording on the admin portal without it getting deleted from the app.

   5 votes

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10. Live Reports - Additional KPI or Widget to View Customers Actively Waiting for a Callback

    We are currently unable to see how many customers are actively waiting for a callback in our queue. This makes it difficult for us to accurately estimate customer wait times and determine when additional staffing or adjustments may be needed.

    Ideally, we would like a Live Reports widget that displays the current number of customers waiting for a callback, similar to how we can see the number of callers currently waiting in our General and Membership Management queues.

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    6 votes

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11. Enable Timezone-Based Timestamps for Exported Analytics Reports

    Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).

    Currently:

    The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
    However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.

    Requested Enhancement:
    Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:

    Automatically apply the account timezone to exported reports.
    Add a selectable timezone option during report export.
    Include both UTC and local timezone columns in exported reports.

    Business Impact / Customer Impact:

    Customers experience confusion when comparing dashboard data against exported report timestamps.
    Manual timezone conversion is required after export, increasing operational overhead and risk of reporting inaccuracies.
    Organizations operating across different regions rely heavily on exported reports for audits, staffing analysis, compliance tracking, and business reporting.
    Consistent timestamps between dashboard and exported data would improve usability, reporting accuracy, and customer experience.

    Customer Use Case:
    The customer’s organization operates in the EDT timezone. While timestamps appear correctly on the Analytics dashboard, exported Excel reports display timestamps in UTC, creating discrepancies during operational review and reporting processes.

    Expected Outcome:
    Exported reports should align with the timezone configured on the customer account/dashboard to ensure consistency across all reporting interfaces.

    Additional Notes:
    Current behavior is confirmed to be working as designed because exported files use a universal timestamp format (UTC). The customer is requesting enhancement functionality rather than reporting a product defect.

    Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).

    Currently:

    The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
    However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.

    Requested Enhancement:
    Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:

    Automatically apply the account timezone to exported reports.
    Add a selectable timezone option during report export.… more

    12 votes

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12. Yealink T54W/T4U Series: One-Touch Handset Button for Manual Night/After-Hours Mode

    Summary
    Requesting the ability to configure a dedicated line key / DND / BLF button on Yealink T54W (and T4U series) handsets that allows staff to manually toggle the main company phone line between standard business hours mode and the After-Hours IVR menu with a single button press.

    Business Use Case & Value
    Currently, automatic business-hour schedules handle standard open/close times, but they do not accommodate unpredictable operational changes such as staff taking lunch breaks or leaving early. Having a physical "Night Button" on the front desk or main handsets will allow employees to instantly route incoming calls to the After-Hours IVR menu during these temporary or unscheduled gaps, ensuring no customer call goes unanswered.

    Key Requirements & Expected Functionality

    One-Touch Toggle: Pressing the designated key on the handset should immediately shift the primary inbound call flow / main trunk routing to the After-Hours IVR. Pressing it again restores normal daytime routing.

    Visual Status Indicator: The LED light on the handset line key should provide clear visual feedback (e.g., solid red or blinking when active, off/green when in standard daytime mode) so staff can easily confirm which mode is active.

    Handset Compatibility: Must be supportable on standard Yealink T4U/T54W IP desktop phones via standard provisioning (SIP code, Feature Code, or BLF key toggle).

    Summary
    Requesting the ability to configure a dedicated line key / DND / BLF button on Yealink T54W (and T4U series) handsets that allows staff to manually toggle the main company phone line between standard business hours mode and the After-Hours IVR menu with a single button press.

    Business Use Case & Value
    Currently, automatic business-hour schedules handle standard open/close times, but they do not accommodate unpredictable operational changes such as staff taking lunch breaks or leaving early. Having a physical "Night Button" on the front desk or main handsets will allow employees to instantly route incoming calls to the… more

    5 votes

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13. Agent SOA (speed of answer) buckets

    Allow the ability to put Agent SOA into buckets to measure the number of rings an agent answers a call rather than relying on the average. I can create this report, but I need to export and manipulate the data.

    18 votes

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14. custom role can only access selected call queue on analytics

    Wants to have an option to have selected call queues visible to the said custom role. an option to hide specific call queues on that custom role

    5 votes

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15. Retrieve Call Logs of Deleted Users

    Request

    Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.

    Description

    Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.

    The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.

    Requested Functionality
    Allow Super Admins or authorized administrators to search for deleted users.
    Provide access to the deleted user's historical call logs.
    Allow administrators to filter call records by the former user's name, extension, phone number, and date range.
    Allow the call logs to be exported for reporting and record-keeping.
    Preserve the association between the call records and the deleted user.
    Ideally, provide a defined retention period for deleted-user call history.
    Business Impact

    This functionality would help customers maintain historical records for:

    Auditing and compliance
    Legal and regulatory requests
    Customer disputes
    Employee activity verification
    Historical reporting and investigations

    As a workaround, customers can export call logs before deleting users, but this requires advance planning and does not help when a user has already been deleted.

    Priority

    High – Historical call records can be critical for compliance, legal, and operational purposes.

    Request

    Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.

    Description

    Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.

    The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.

    Requested Functionality
    Allow Super Admins or authorized administrators to search for deleted… more

    6 votes

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16. Support Multi-Dimensional Grouping and Outbound Queue-Mask Tracking in Business Analytics Pro

    As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.

    Current Pain Points & Behavioral Gaps:
    Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound dialing campaigns while utilizing the Queue’s phone number as their Outbound Caller ID mask, Business Analytics Pro logs those metrics exclusively under the individual User dimension. Selecting the Queue or Queue Agents dimension for outbound metrics yields zero results. This prevents leadership from assessing the true total volume (Inbound + Outbound) generated by a dedicated queue's operational footprint.

    No Multi-Dimensional (Nested) Group Bys: The analytics interface currently restricts reporting widgets to a single "Group By" dimension. Users cannot view an overarching Queue dimension nested with a secondary User dimension in the same data grid. While a filtering workaround exists to isolate users by a single queue, it prevents administrators from viewing a master, comparative matrix of all queues alongside their respective handling agents simultaneously.

    Proposed Solutions / Enhanced Capabilities:

    Capability 1: Outbound Caller ID Mapping to Queues (Metadata Routing):
    Introduce a backend metadata tracking option where any outbound call initiated by an extension utilizing a verified Call Queue number as their Outbound Caller ID mask attributes that specific outbound metric to the corresponding Queue container. This will allow the Queues and Queue Agents dimensions to display valid data when toggled to "Outbound" filters.

    Capability 2: Multi-Dimensional Pivot Reporting (Nested Group Bys):
    Enhance the charting engine in Analytics Pro to support a secondary "Group By" sub-dimension. For example, allow users to select Group By: Queues ➔ Then Group By: Users. This will output a structured hierarchical tree or nested data table mapping metrics like Total Calls, Talk Time, and Hold Time comprehensively across both organizational layers.

    As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.

    Current Pain Points & Behavioral Gaps:
    Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound… more

    9 votes

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17. Access call log of other extension via the RingCentral app

    "We require a configuration that allows selected team members to monitor the call activity/log (made and received) of other account extensions. This visibility must be accessible within the standard RingCentral app interface, bypassing the need for admin portal access."

    6 votes

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18. Add "Average Speed to Answer" (ASA) Metric to Business Analytics Pro Company Numbers

    1. Business Need & Problem StatementThe customer utilizes Business Analytics Pro to manage performance and track service metrics across various business units. They require the ability to measure Average Speed to Answer (ASA) sliced directly by individual Company Phone Numbers.Currently, when marketing campaigns, regional lines, or specific line-of-business DIDs point to shared response targets, stakeholders cannot evaluate wait times or answering performance based on the specific entry phone number the customer dialed.2. Product GapIn Business Analytics Pro > Performance Reports > Company Numbers, users have access to metrics such as Inbound Calls, Missed Calls, Avg Ring Time, and Handle Time, but Average Speed to Answer (ASA) is not available as a selectable KPI.ASA is currently restricted to endpoint-level objects (Queues and Users). When multiple company phone numbers route into a shared Queue or User group, Business Analytics Pro cannot isolate ASA by the inbound DID. 3. Proposed Feature DescriptionInclude ASA in Company Numbers View: Expand the KPI library within Business Analytics Pro > Performance Reports > Company Numbers to include Average Speed to Answer (ASA).Calculation Logic: Measure elapsed time from when an inbound call reaches the RingCentral platform via that specific phone number until a live agent or user answers (including queue wait times and auto-receptionist navigation).Dashboard & Export Support: Allow the new Company Number ASA metric to be added to custom Business Analytics Pro drag-and-drop dashboards, scheduled reports, and BI API streams.4. Business Value & Operational ImpactEnhanced SLA Tracking: Enables enterprise customers to accurately evaluate campaign performance and regional service-level agreements (SLAs) without needing 1:1 call queue workarounds.Pro Feature Alignment: Elevates Business Analytics Pro by closing the reporting gap between high-level company phone numbers and queue-level analytics.

    1. Business Need & Problem StatementThe customer utilizes Business Analytics Pro to manage performance and track service metrics across various business units. They require the ability to measure Average Speed to Answer (ASA) sliced directly by individual Company Phone Numbers.Currently, when marketing campaigns, regional lines, or specific line-of-business DIDs point to shared response targets, stakeholders cannot evaluate wait times or answering performance based on the specific entry phone number the customer dialed.2. Product GapIn Business Analytics Pro > Performance Reports > Company Numbers, users have access to metrics such as Inbound Calls, Missed Calls, Avg Ring Time, and Handle Time, but… more
    5 votes

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19. Ability to Export/Download Call Logs directly within the RingCentral App

    Add a native export button within the RingCentral desktop app's Phone > Calls tab, allowing users to download call logs directly into a CSV or PDF file. Currently, users are forced to leave the desktop application and log into the web-based RingCentral Admin Portal under Analytics/Reports to pull call history data, which creates unnecessary steps for routine admin tasks. Adding a simple export option or multi-select functionality—similar to the app's existing text message and voicemail download features—would streamline daily workflows, make client record-keeping much faster, and eliminate friction for desktop users.

    5 votes

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20. company call log

    company call log in app currently if you call out from main number you cant see user which called , should say user 101 ..... called
    same with answer and called out should show main number along with user

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    4 votes

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