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920 results found

  1. Have a report which shows all uses who have a divert on their phone

    25 votes

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  2. Call should not be detected as missed if it was answered elsewhere

    35 votes

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    New  ·  1 comment  ·  Live Reports  ·  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

    51 votes

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    New  ·  7 comments  ·  Adoption & Usage  ·  Admin →
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  4. 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.

    562 votes

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  5. Would like to have the IP address of the user who is attempting to trigger a password reset to be able to identify whether a user is having some trouble or if this is an attempt from an outside source to access the account.

    8 votes

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  6. I would like to be able to see the total time a user is toggled on to accept calls

    50 votes

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  7. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    15 votes

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  8. We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    9 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  9. Ability to check IP address of the provisioned phone in Ringcentral via admin portal.

    I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?

    5 votes

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  10. The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    12 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  11. When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    5 votes

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    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  12. There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…

    6 votes

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  13. Analytics Reporting access and Call queue admin access.

    Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.

    Is there a way to give this access to those users without giving them more permissions than what they need?

    4 votes

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  14. Export Adoption & Usage

    4 votes

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  15. We would like an option to customize the time ranges in Performance Reports and set that as a report/tab. Currently, the only option we have is to select the hour, but there is no way we can customize the minute.

    30 votes

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

    18 votes

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  17. 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.

    38 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  18. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    4 votes

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  19. 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.

    19 votes

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  20. To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    3 votes

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