177 results found
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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 -
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 -
Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
59 votes -
Performance Reports for Message-Only Extensions
Include Message-Only Extensions in performance reports for analytics.
12 votes -
Include Short and Long Abandoned Calls in RingEX Performance Reports
Currently, RingEX Performance Reports do not include metrics for Short Abandoned and Long Abandoned calls. These call types are critical for analyzing customer behavior and agent performance, especially in high-volume environments.
We would like to request the addition of these metrics in the RingEX Performance Reports to provide more comprehensive insights into call abandonment trends.
3 votes -
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 call32 votes -
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.
3 votes -
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…
3 votes -
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 -
Re-enable 90-day retention for HIPAA accounts where requested. Provide a secure, HIPAA-compliant option to store recordings beyond 30 days,
RingCentral's current policy for HIPAA-compliant accounts is a 30-day retention period for call recordings. This is an internal policy designed to minimize the risks associated with storing Protected Health Information (PHI). And not really to comply with Hipaa policies cause IPAA does not specify a universal data retention period for all types of protected health information (PHI). However, it does require covered entities to maintain documentation related to their privacy and security practices for a minimum of six years.
These capabilities are not currently available for HIPAA-compliant accounts. Since the 30-day retention is an internal RingCentral policy, only our developers…
5 votes -
Reports for adoption and usage.
A way for make scheduled reports for adoption and usage.
11 votes -
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
66 votes -
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.
17 votes -
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 -
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 -
Filter by Status in SMS Log
SMS Log needs to be able to be filtered by status. You can filter by all other fields but tracking failed texts is critical to our company. We have to contact Ring Central Support to track failed numbers and it becomes difficult to track failed texts en mass.
2 votes -
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 -
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 -
RCX Callbacks
Currently, the RCX platform will create two UII's for callbacks, and that interaction and the need for two UII's is well understood, however, both UII's are counted as two different callbacks in reporting, doubling potentially the amount of reported callbacks. - Please make it so although two UII's are generated, reporting sees it as one interaction.
1 vote -
Virtual Agent Reporting
We have a lot of pre-chat virtual agents running across many digital channels. Unfortunately it's impossible to reporting on the virtual agent activity anywhere within the current reporting suite especially the historical and live dashboards.
Just as we can see human agent activity i.e Number of connected chats, AHT et realtime reporting on the bots would support with identifying issue as they happen almost like a bot health checker where we can identify spikes - even giving us the ability to report on the standard agent metrics would be a good start.
1 vote
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