232 results found
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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…17 votes -
Live Reports Enhancement: Real-Time Status Update for Call Queue Members
Description:
Implement real-time synchronization of call queue member status in Live Reports, ensuring that any changes in agent availability, whether becoming available or unavailable, are reflected instantly and accurately.
Importance and Benefits;
-Real-Time Visibility: Enables managers to make faster, more accurate staffing and routing decisions.
-Quicker Response: Instantly shows who’s available, helping reduce call wait times and improve service.
-Operational Efficiency: Ensures calls are routed to truly available agents, maximizing productivity.
-Reliable Data: Provides confidence in Live Reports for real-time decision-making.
-Better Customer Experience: Faster, more efficient handling of calls leads to higher satisfaction.
29 votes -
Have The Option to Remove Inbound Calls in the Live report for Call Volume Widget
When Selecting Call Volume Widget on live reports inbound calls is automatically selected and cannot be removed. We would like to filter it out for the widget as the a customer only needs to filter the outbound calls.
6 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
9 votes -
Sync Real-Time Dashboard Edits After Sharing
Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.
There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.
39 votes -
Enable Callback KPI in the Business Analytics
Enable Callbacks KPI in Business analytics and/or Performance Reports for call queues.
How many inbound calls have registered to the callback feature
How many were successful
How many were abandoned or unsuccessful
See duplicates callback from the same number9 votes -
Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
3 votes -
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 user2 votes -
choose who can see live reports
Be able to designate who can see a live report dashboard the same way you can choose who can see a created dashboard is Business analytics.
Currently the privacy settings are [Public] and [Private]. In business analytics there's a third option [Shared] which then allows you to choose the designated agent/users.2 votes -
Live Talk Time
In Live reports It would be great to see the live talk time while an agent is on the call and have update every second.
5 votes -
ability to show RingEX live dashboards on a kiosk device via a shared URL
ability to show RingEX live dashboards on a kiosk device via a shared URL
2 votes -
Reporting Capabilities | Generate a year-to-date and hour-by-hour breakdown |
The customer is requesting an enhancement to reporting capabilities that would allow them to generate a year-to-date, hour-by-hour breakdown of inbound external call volume, including the following metrics:
Answered calls
Abandoned calls
Missed callsThis level of detailed reporting is required for workforce and manpower planning purposes, as the current reporting options do not provide a consolidated view with this level of granularity.
The customer has indicated that having a single report or dashboard with YTD hourly call distribution and outcomes would significantly improve their operational planning and staffing efficiency.
3 votes -
session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
11 votes -
Performance report showing monitored calls by user
Performance report showing monitored calls by user - should be listed as a KPI
4 votes -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
Remove users from saved report that have been moved to another call queue
Ability to remove users from saved Performance Reports that have been moved to another Call Queue
19 votes -
Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Track Transferred Calls in Analytics
We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.
The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.
It would be very helpful to have an analytics feature that tracks calls transferred…
1 vote -
Real time wait
Have real time wait time back to the mm:ss format in live reports. Previously the wait time was counting minutes and seconds in real time on the que monitor widget., and now it only shows the longest wait time in minutes.
1 vote -
1 vote
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