249 results found
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Historical Reporting for Message-Only Lines
Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.
For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:
Patients who proactively chose voicemail instead of holding, and
Callers who were forced to voicemail after exceeding hold-time thresholdsThis distinction directly affects how we measure and report on call…
21 votes -
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…28 votes -
Display Agent Status Duration in Live Reports Collapsed Mode
Current Limitation:
The Agent Details widget in Live Reports only displays status durations when set to Expanded Mode. In Collapsed Mode, supervisors get a clean, high-level availability summary, but lose visibility into how long an agent has been in their current status. To see duration, supervisors must switch to Expanded Mode, which adds per-queue rows and clutters the dashboard view.Proposed Enhancement:
Add a Status Duration column option in the Agent Details widget settings for Collapsed Mode (when Remote Member Management is active).7 votes -
Live Reports - Additional KPI or Widget to View Customers Actively Waiting for a Callback
We are currently unable to see how many customers are actively waiting for a callback in our queue. This makes it difficult for us to accurately estimate customer wait times and determine when additional staffing or adjustments may be needed.
Ideally, we would like a Live Reports widget that displays the current number of customers waiting for a callback, similar to how we can see the number of callers currently waiting in our General and Membership Management queues.
6 votes -
custom role can only access selected call queue on analytics
Wants to have an option to have selected call queues visible to the said custom role. an option to hide specific call queues on that custom role
5 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 user4 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.
36 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!
7 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
11 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.
7 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…
4 votes -
Real-Time Agent - Automatic Column Sorting Based on Programmable Criteria
Here is my first pass at the RC feature request. Please edit to better suit the ask.
We have a demand from agents who previously used Taske Desktop to monitor the status of fellow agents. They would like RingCentral to add the ability to automatically sort the columns as the values change based on the priority set by the users.
For example, they really want to see the Engaged agent state at the top of the State column and further sort by the longest duration in Status Time.
2 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.
40 votes -
Agent Availability Reporting
There needs to be a report that gives agent's daily, weekly, monthly, availability to take calls. Live reports shows this, but I should be able to use the data to see when my agents were available in the past and I can then ask them why they were logged off.
2 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 number10 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
3 votes -
Specification of Unavailable Agents
I'd like to have specification of the reason why an agent is an unavailable. Rather than just showing "Unavailable". It would really help us to understand why they are unavailable and cannot take calls.
For example:
Ext101 - Unavailable - on DND.
Ext101 - Unavailable - on CustomRule.
Ext101 - Unavailable - on OOO.
Ext101 - Unavailable - on WorkhoursMismatch.1 vote -
State Initiation
I have been unable to find in analytics reporting that you can determine whether an agent’s state was:
• Selected by the agent
• Triggered by a supervisor
• Triggered automatically by the system
Having reporting fields that identifies who or what initiated an agent state could provide several operations benefits:
• Troubleshooting: Quickly determine whether an unavailable state was selected by the agent, applied by a supervisor, or triggered automatically by the system. This reduces time spent investigating discrepancies.
• Audit & Compliance: Creates a clear audit trail showing the source of state changes, which can be valuable when…1 vote -
1 vote
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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
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