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171 results found

  1. 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.

    18 votes
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  2. 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

    14 votes
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  3. Call should not be detected as missed if it was answered elsewhere

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

    58 votes
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  4. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    12 votes
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  5. 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

    31 votes
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  6. 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.

    12 votes
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  7. Reports for adoption and usage.

    A way for make scheduled reports for adoption and usage.

    11 votes
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  8. Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.

    Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.

    2 votes
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  9. ability to generate csv file in analytics per column

    We would like to request an enhancement to the exported Excel reports from the Analytics platform. The goal is to improve readability and usability by organizing the data into a more intuitive and informative format that closely aligns with the operational needs of our teams.

    When reports are generated via Excel, the layout should include the following columns in the specified order:

    Dialed/Called Number (DNIS) – This should display the DID that the customer dialed.

    To Name – Label or name associated with the queue or line.

    Answered By (User Name) – The user/agent who answered the call.

    Answered By…

    2 votes
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  10. 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

    65 votes
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  11. Handle time for Outbound Calls | Performance Reports | Analytics

    Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports

    We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.

    Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.

    While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.

    We are requesting that Handle Time for outbound calls be displayed in the Handle…

    3 votes
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  12. 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.

    16 votes
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  13. longest call for the day

    We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.

    We also need to report monthly on the number of calls lasting…

    2 votes
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  14. Ability to brand the performance reports with company logo

    have our company brand on ring central performance reports

    We would like to brand the performance reports with our company logo when exported to pdf

    2 votes
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  15. historical dashboard

    On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).

    2 votes
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  16. 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

    12 votes
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  17. Integration of ringcx calls in ringex analytics

    Integrations of all calls for ring cx in the ring ex analytics dashboard. For example for QoS informations of ring cx calls. an overview of incoming ring ex and ring cx calls.

    3 votes
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  18. A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned

    A report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    2 votes
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  19. Ability to clear stuck contacts in analytics Live Reports

    Ability to clear stuck contacts in analytics Live Reports.
    There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
    We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.

    1 vote
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  20. Employee Photos in Live Reports

    The customer would like to have the option to add a photo of each employee beside their name in the Live Reports section. This feature would enhance user experience by enabling quick visual identification of employees.

    1 vote
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