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142 results found

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

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

    47 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  2. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    10 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  3. Generate analytics reports showing detailed call queue report

    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

    20 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
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  4. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    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).

    9 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  5. I would like to be able to see the total time a user is toggled on to accept calls

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

    57 votes
    3 comments  ·  Live Reports  ·  Admin →
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  6. Remove abandoned calls where someone hangs up at 8 sec or less

    Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    10 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  7. Report for Users Login, Usage and Activity on RingCentral app

    Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    10 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  8. Billing Dashboard

    The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    7 votes
    Implemented  ·  1 comment  ·  Live Reports  ·  Admin →
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  9. Abandoned Call Tracking Feature

    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…

    42 votes
    4 comments  ·  Live Reports  ·  Admin →
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  10. Analytics and call logs - Align the call logs and analytics in Salesforce

    We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
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  11. Call Volume Live Dashboard

    I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    16 votes
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  12. For the Company Number would like to include Outbound numbers on the report

    Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.

    2 votes
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  13. Phone Directory report to show the list company number here on my end

    A report that shows all phone numbers like a hard copy of a phone directory, and is downloadable to Excel inside the admin portal.

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  14. Add Columns and Rows on Downloadable analytics report

    Add Columns and Rows on Downloadable analytics report

    1 vote
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  15. Analytics - Call recordings for Non-RingCX users

    Please include call recordings in analytics - performance report for Non-RingCX users

    2 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  16. Analytics should have the option to select multiple dates.

    Ability to select multiple dates when creating reports.

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. provide unavailable time for each rep

    Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage

    3 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  18. Analytics regarding Text Messaging/SMS

    We need an analytics report for SMS messaging

    25 votes
    4 comments  ·  Live Reports  ·  Admin →
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  19. Performance Report for Business Hours by week

    we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    8 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  20. How long has the member of a queue been 'Available'?

    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.

    28 votes
    0 comments  ·  Live Reports  ·  Admin →
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