30 results found
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Performance report align with user call logs
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
37 votes -
Individual Call Lifecycle
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…
8 votes -
Data displayed when in "widget" edit mode
When edit a widget, currently data displayed when in "edit" mode does not take into account any dimension filters that are applied at the dashboard level. This can cause apparent discrepancies in the data displayed when in edit mode.
This causes confusion for our customers, as it appears there is incorrect data displayed.2 votes -
Ability to show how many times each contact has been contacted in a tabulated form that summaries the call logs for each extension
We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:
- The number of inbound and outbound calls on an external number being searched.
- The list of users that had a transaction on the external number being searched, inbound and outbound.
- The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.
Thank you.
6 votes -
Agent report should include digital interactions
When pulling the Interactions by Channel Type by Agent report, all agents that handled (were assigned/worked on) interventions for the filtered date period should show and be reflected on the report, specifically from the digital interactions.
2 votes -
Yearly Report for Calling Minutes Usage Per Month and Per Phone Number
We would like to request the addition of a report feature that can track the number of calling minutes used per phone number, broken down by month, with a year-end summary. This report would greatly assist us in monitoring usage patterns and identifying any phone numbers that may be approaching or exceeding usage limits over the course of the year.
Having this data would enable us to proactively manage and address any potential overage issues before they occur.
1 vote -
how many users use business analytics report
Need to see how many users use business analytics reporting
5 votes -
On the Adoption & Usage reports, filter by Site or by Department
On the Adoption & Usage reports, can I see a filter by Site or by Department? In case I would only want to focus on several sites within a region or one site only.
2 votes -
Soft client registration report
Currently, the Adoption and Usage report only captures data when a user makes a call. We would like a report that shows when a user successfully signs in and authenticates a softclient. This will makes it easier to understand what versions end users are on, even if they are not currently or have not used the soft client in the last 30 days.
2 votes -
Ability to send report via email immediately.
I would like the ability to create the report and have it sent via email without having to wait for the date and time to tick over to auto generate.
There needs to be a send now option when you have a saved report.2 votes -
user extra cost tab
- Having a tab in the analytics portal that show site by site the extra cost of users.
- Having the possibility to put limit of calls if we reach a certain amount of extra cost
2 votes -
Adoption & Usage call minutes
The Adoption & Usage feature's call minutes do not provide accurate data. We hope to have this feature fixed and ensure it also counts the Call Queue calls.
1 vote -
We need to be able to decline a call, then come back into the app & answer it when available
When a call comes in on a call queue, the call members need to be able to decline the call if they are unavailable, & then when available go back in & answer that call if it is still in the queue. The problem we have, the call queue members also take care of customer checkouts, so if they are busy, or else on another line that is not connected to ring central, the call keeps ringing, & ringing even if you push the decline button, it comes back around & rings again after the call wrap-up setting interval. This…
1 vote -
RinCentral Adoption & Usage data Integration with Slack Channels
RingCentral should integrate their adoption and usage data, specifically the charts, to be posted in Slack Channels. This will allow the team to track KPIs more effectively.
1 vote -
Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.
Report that shows User to User message analytics. How much time is being spent on Messaging with specific users.
1 vote -
Ability to generate reporting for entire day without running into "Too many data points"
Allow reporting analytics to display data without requiring extra filtering before data appears.
Currently when customers attempt to view an entire days worth of calls in reports such as the dialer result download or the interaction detail report, they are required to filter down the data below a certain number of data points before anything is presented.
Allowing customers to pull an entire days worth of data without filtering will allow Analytics to be on par with the old prebuilt reporting.
1 vote -
Have recording go automatically into my file when I download instead of me having to do it manually
Have recording go directly into my file named for recordings. Right now I have to manually add it to my recordings file
1 vote -
Ability to see trend in calls to particular company numbers over time
We are trying to reduce calls to our toll-free number. I would like to see how the calls to the toll-free number change over time, one month to the next. I can see the total calls for any time period, but the current graph only shows secondary data (eg. total calls vs answered), and the numbers are combined across the company numbers rather than split up.
1 vote -
Request User Activity
Report to show the following :
- each time user logs on and off throughout day
- Whether user is logging into PC/Laptop, Mobile or DeskPhone
- User changes their status (online, away etc) and when they are available for calls.
- Calls missed
- Calls which have been directed to voicemail
- Calls which are answered.
A daily time line detailing user activity would be perfect
2 votes -
handset information, mac address, status information (Online/Offline) export with user data
On the Users with extensions data export it would be very useful to include the extension has a handset assigned, its mac address and the current status of the handset whether is it online or offline. We have a large number of handsets required for health and safety reasons, It would be beneficial to be able to export this information in one download. We have over 1000 handsets in our organisation.
1 vote
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