124 results found
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Improve Call Termination Reporting to Clearly Identify Caller Hang-ups for spog transfers
Currently, when a call ends due to the customer hanging up during a Single Point of Gate (SPOG) transfer — a scenario where the customer calls Agent 1, who then puts the customer on hold and calls Agent 2 to create a three-way call — the call report shows the Term Party as System rather than the actual caller. This occurs because when the customer hangs up during the transfer, both agents are disconnected, and the system ends the call on their behalf.
This reporting behavior makes it difficult to determine if the call was actually terminated by the customer…
1 vote -
Allow widgets to display data when clicked over hovered over.
I would be nice if when viewing a widget, you could hover over or click into the widget to see more details. For instance, in the agent count widget, you could see what agents they are counting in the number displayed.
1 vote -
Business Analytics - Would be great to see all numbers, not just company numbers.
In Business Analytics, the dashboard can only filter through DIDs that are configured in "Company" site. Would be great to get data on DIDs that are on other sites.
1 vote -
Would like to monitor agent activity on a daily basis, each month, year over year
Would like to monitor agent activity on a daily basis, each month, year over year
right now have to pull the report daily and can only do so for 6 months - can't go back in time
with a business that is yearly vs monthly or quarterly - -I can't compare call volume sametime last year1 vote -
adding rows to live reports
Adding these settings in the report when exporting all users:
- "in company directory" box is checked
-"forward to extension" is turned on
1 vote -
Analytics and call logs - Align the call logs and analytics in Salesforce
We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.
In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.
For example, in a recent call:
The customer is in a queue, waiting for their contact, for…
2 votes -
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 -
Performance Reports for Message-Only Extensions
Include Message-Only Extensions in performance reports for analytics.
12 votes -
For the Company Number would like to include Outbound numbers on the report
Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.
2 votes -
Show Second Number in Agent Details Live Report
I have a live report dashboard called "Lending Dashboard" and I have a field that needs to show amount of calls answered by each agent. There is the correct number then it's a collapsed view and shows 2 numbers with the 2nd number being the correct amount of calls an agent has actually answered. We want to get the report to just show the second number only
1 vote -
Remove deleted users from Performance Reports
We would like the ability to remove or move deleted users from RingCentral's Performance Reports.
There are several users that have been deleted but are still showing in our performance reports. The icon says they will remain for 6 months but we would like for there to be a way to remove any of the tied information like department or groups. That way they no longer show up in reports they shouldn't be in.1 vote -
Phone Directory report to show the list company number here on my end
A report that shows all phone numbers like a hard copy of a phone directory, and is downloadable to Excel inside the admin portal.
2 votes -
Add Columns and Rows on Downloadable analytics report
Add Columns and Rows on Downloadable analytics report
1 vote -
Allow KPIs + metrics to be downloaded in an interactive PDF format
Allow KPIs + metrics to be downloaded in an interactive PDF format. Where you can drill down into each individual call leg, network element and connected endpoint. This can help with call flow analysis, MOS, jitter, overruns, QoS, underruns, tunnels, ports etc - along with some or mobile device metrics with the ladder.
1 vote -
show the agent that transferred the call in real time analytics
It would be great to show the agent that transferred the call to another agent so we can see the agent who initiated the call and the agent who received the call.
1 vote -
ability to receive email with summary of the notes for every call after every phone call
ability to receive email with summary of the notes for every call after every phone call
1 vote -
sms log report in regular time and not zulu time
It would be better to have the time in the SMS Log show up as EST, CST, etc.....currently on the screen it shows the right date and time but on the downloaded report it shows Zulu time...I can read it but the managers here cannot seem to grasp it. Please make that switch to make easier for those who cannot calculate Zulu time.
1 vote -
Able to generate report to view last usage of device
when is the last time a user utilized their desk phone
1 vote -
able to view reports for list of devices assigned to users
which users are using a Cisco SPA-508G deskphone
1 vote -
Analytics should have the option to select multiple dates.
Ability to select multiple dates when creating reports.
2 votes
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