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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.

    381 votes

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  2. 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.

    52 votes

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

    10 votes

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    2 comments  ·  Other  ·  Admin →
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  4. 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.

    7 votes

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  5. 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

    6 votes

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    0 comments  ·  Other  ·  Admin →
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  6. Ability for other users that is not Super Admin to access/view the live reports. Since some owners doesn't want other users to access the Admin Portal as Super admin and make changes.

    5 votes

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  7. 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…

    7 votes

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  8. I would like to have a way for specific users to have access to the performance report in analytics, but to be able to choose which users/user groups/ departments they would be able to see. I don't want them to have access to the whole companies performance report.

    6 votes

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    1 comment  ·  Other  ·  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.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  10. Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes

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    0 comments  ·  Other  ·  Admin →
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  11. Missed/abandoned call report that shows all available users at the time of the missed call. If there was a missed call at 1pm and users were available at the time, I'd like their status to be included in the report.

    17 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  13. Provide a dark mode option for Business Analytics.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  14. 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.

    3 votes

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  15. Business Analytics - Queues currently has Average Speed of Answer for the KPI Widget, but not for the Table Widget.

    Average Speed of Answer is also availabe in Performance Reports.

    Please vote to get Average Speed of Answer added to the Business Analytics - Table Widget for Queues.

    Thanks,

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  16. Expired Meetings - To be able to look up expired Meeting ID's to see who originally created them, along with the Date/Time the Meeting ID was created to quickly determine if the person is using an expired Meeting ID. This would greatly aide in troubleshooting the cause of an improper practice used by Users.

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  17. If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    3 votes

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  18. Call queue abandonned calls: to be able to report specifically on the source (calling numbers). For each specific calling number, show:
    - how many times this number called the call queue
    - how many times they hung up while in the call queue or while the agent phones were ringing
    - CRUCIALLY (this is the most important part , DID ANY AGENT IN THE CALL QUEUE EVER CALL THEM BACK?

    3 votes

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    0 comments  ·  LOB  ·  Admin →
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  19. SMS usage is important for communication, especially in our marketplace atmosphere that we live in. Adding in Total - Outbound- Inbound SMS metrics is vital for CRM integrations so we can see activity levels and then also future ability to see unique numbers that are communicated with SMS to see our rep's reach.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  20. Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.

    2 votes

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    1 comment  ·  Live Reports  ·  Admin →
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