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161 results found

  1. Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.

    9 votes
    1 comment  ·  Live Reports  ·  Admin →
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  2. If there is possibility to have separate option tab for caller who missed calls Hang up ,missed calls Left voicemail, missed calls. so they can easily filter that options in the admin portal.

    9 votes
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  3. 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.

    8 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  4. In live reports it would be helpful to see the amount of idle time between phone calls.

    8 votes
    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  5. I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    8 votes
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  6. The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    7 votes
    Implemented  ·  1 comment  ·  Live Reports  ·  Admin →
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  7. There doesn't appear to be a way to set the performance report data to refresh more often than every hour

    7 votes
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  8. Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.

    6 votes
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  9. Quality of Service: difficult to "identify poor quality of calls", as the call score is not listed in the download report - see attached. ....

    6 votes
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  10. We would like reports to generate in modern formats .xlsx by default, as we move forward with security enhancements. Our company policies block legacy file formats due to security reasons but the reports that generate from Ring Central are in old formats .xls

    6 votes
    1 comment  ·  Live Reports  ·  Admin →
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  11. Users have outbound KPI while Queues does not. Please add outbound KPI as well for Queue under performance reports.

    6 votes
    Under Review  ·  1 comment  ·  Live Reports  ·  Admin →
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  12. Need to add "License type column" in All users list download report.

    5 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  13. Live Reports should show the call queue member's state on the Phone App. When a user logs out from the application, Live Reports should show members state as "Unavailable" since the user is not logged in to the Phone App.

    5 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  14. give permission a user to access call logs just for particular extension

    5 votes
    1 comment  ·  Live Reports  ·  Admin →
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  15. Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    5 votes
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  16. Please include call recordings in analytics - performance report for Non-RingCX users

    4 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  17. You have no analytics for faxing. No way to download how many pages are sent nor by whom.

    4 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  18. The ability to create a report from analytics to include total talk time instead of avg. talk time. A few of the metrics that I track with my staff is outbound dials and total talk time. When creating a report with the widgets total talk time is currently not an option.

    4 votes
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  19. Customer would like to include the ringing time to show in analytics as part of the reports.

    4 votes
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  20. One of the filters in the Performance Report is Sites. While selecting the site, it changes the KPIs, but does not filter down the user list to the members of that site. Site Filters should change the entire report, not just one section.

    4 votes
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