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  1. Not enough rules for customising the times for the Call Volume and Service Level widgets.

    We only have a choice of hours, which is complicated when a service has hour-long breaks.

    As a result, the abandoned call rate is incorrect and so is the service level.

    1 vote

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  2. RC Support said that the Audit Logs only track changes from the Super Admin in the Admin Portal.

    It would be great to have the Audit Log track ALL activity in the Audit Logs to see what was touched by all users.

    1 vote

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  3. Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    1 vote

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  4. Report on the Custom Rules for the Call Queues in EX. There does not seem to be an option to audit the settings other than manually checking each call queue which gets tedious when you have over 1000 call queues

    1 vote

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  5. Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.

    https://support.engagement.dimelo.com/content_threads/65ef41ae346eaf0007529475?q=id%3A%20%2265ef41ae346eaf0007529475%22&content_id=65ef44dc346eaf0007529586

    1 vote

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  6. Automatically remove the data of the users who are on leave when creating a performance report like calls they receive directly to their extension, call queue, or from transfer calls.

    1 vote

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  7. Currently, in Business Analytics, widgets such as KPI and Graphs can be configured to target specific "queue agents".

    However, when new agents are added to the queue, the widget do not pick up new queue agents.

    This results in admin having to reconfigure every single widget when queue agent membership changes, which is very time consuming and opens room for errors.

    If the "queue agent" is selected and not specific agent checkboxes, the system should know to always scan all agent members of the queue at all time.

    1 vote

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  8. The descriptions that RC uses are not the greatest and need to be changed. For instance, when it says "Refused," that would imply that the agent refused/declined the call, which is not typically the case. If they happened to "miss" a call because they stepped away without changing their status, then they were marked as refused, which isn't the case. Those calls should be marked as missed and not refused.

    The same applies to the term abandoned as that would imply that the call hit the queue during business hours, and they hung before our team answered it. Calls should…

    1 vote

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  9. The customer would like to generate reports of the incoming calls they received from Texas only but when I filter it through an area code like "+1 (325)" by adding a Widget, it searches for anything that has +1 and 325 in it area code, prefix, or line number of a telephone number. It does not accurately filter calls by state.

    this would be a great feature request, please review.

    1 vote

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  10. To have an ability to Compare calls between departments/call queues or sites,
    wanted to have only one widget where it will say the departments, the users included and detailed call routing - internal transfers, incoming and outgoing calls on a more detailed filter for comparison.

    1 vote

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  11. The customer would like to generate reports that will not include RingCentral's logo on it. Attached screenshot for reference.

    1 vote

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  12. Users have outbound KPI while Queues does not. Please add outbound KPI as well for Queue under performance reports.

    5 votes

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  13. Dashboard is not storing the time range. It defaults to today. Would like to have a dashboard that shows data for last month. Would like this to also work with the email subscription. The email subscription shows only todays data. Need last month summary report to be emailed.

    3 votes

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  14. Issue: Incorrect call results in LOB analytics

    Behavior: some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

    Step to Reproduce:
    Login to UID:6304540258
    Click Reports
    Choose Analytics
    Go to Performance Report

    Additional Info:
    Informed customer for feature request
    Submit Idea on ideas.ringcentral.com
    Feature Request: CUSTCOM-I-7751 (Edited)

    2 votes

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  15. SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.

    210 votes

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