84 results found
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Some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.
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 ReportAdditional Info:
Informed customer for feature request
Submit Idea on ideas.ringcentral.com
Feature Request: CUSTCOM-I-7751 (Edited)2 votes -
Would like my dashboard named "Last month call summary" to default to last month.
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.
2 votes -
Ability to generate reports that track an agents status historically, like when they're available/not available.
Ability to generate reports that track an agents status historically, like when they're available/not available.
1 vote -
The ability to create a report from analytics to include total talk time instead of avg. talk.
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.
1 vote -
Business Analytics - Refused Calls
The current Business Analytics dashboard doesn't have Refused Calls
1 vote -
outbound live staff
Make the live report available to all users on dial pad next to hud, I need my staff to see how many outbound /inbound calls they have made all the time to meet expectations by end of the day.
1 vote -
let each user see their own live report
the ability for each individual user to see their own live report so they could track their own progress toward goals without looking at everyone else's calls
1 vote -
Make report cover sheets consistent across PDF, XLS and CSV outputs
I created a simple report to list 911 calls made by employees in the last month. I can download .CSV and .XLS output from Live Reports, and schedule the report in Subscriptions and receive .XLS or .PDF format output by email. Both LiveReports and Subscriptions should provide the same output format options. Additonally, the output produced by all three are different. Those should also be consistent. The .CSV just includes the data, the .XLS includes the data in one tab and the selection criteria in another tab. That selection criteria tab lists all the locations and 16,000 users. The .PDF…
1 vote -
Performance Report for Business Hours by week
we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour
1 vote -
consult calls
Need the ability to report out on consult calls. Similar to the data download transfers report, showing the same data original skill, original agent, consult skill, consult agent and so on.
1 vote -
Provide a report which breaks calls received to a queue by set time frame
Generated report provides in increments (i.e 7:00 to 7:59, 8:00 to 9:00, etc)
1. Calls taken by a users
2. total calls received
3. length of calls
4. Possible custom fields1 vote -
Create a report which will provide user in queue informatiom -
Create a report which will provide user in queue informatiom -
This will proved information on when a user is in a queue and available to take calls1 vote -
Real-Time Agent Status Notifications
Currently, the Live Report in RingCentral's analytics portal offers a valuable overview of agent activity. However, it requires active monitoring and refreshing to stay updated on changes in agent status.
I propose adding a real-time agent status notification system that provides immediate, visual alerts within the portal whenever there's a change in an agent's status. This would include notifications for:
Agent becomes available: A notification pops up when an agent finishes a call or becomes available to take calls from the queue.
Agent goes on queue: An alert appears when an agent activates their queue status, indicating they're ready to…1 vote -
Show how long a user has been in a current status
Good for Customer Service managers to see how long someone has been avaialable, on break, or not logged in. Live timing.
1 vote -
Generate reports for call quantity by specific producer groups - sales vs. Service team
We have a sales team and service team and need call reports specific to each group. Current reporting parameters is for the whole agency, and we need to be able to break these reports by producer and group.
1 vote -
extract all external call data
Extract all external call data. Data to show users and queues and all other information.
1 vote -
The ability to download the mapping on Performance Reports
Currently the mapping is only visible for individual calls on the Performance Reports. When you download the report the mapping does not show. It would help if admins had the ability to expand the data as you can in the call log to see the actual path of each call in one downloaded report to share with management.
1 vote -
Interaction Volume Trending in Historical Reports
A Historical Report that would show interaction volume by hour throughout the day in RingCX. This report would assist in understanding staffing levels throughout the day, and determining best times for lunch periods, breaks, meetings, etc.
1 vote -
In live call report we need colomn of total number of calls
In live call report we need colomn of total number of calls
1 vote -
Mulit-Select filter in Performance Analytics
In the Performace reports, under "calls" you have the ability to multi-select users, however you fail to be able to multi-select, Call Queues or the ability to select a user and a que is one or the other
1 vote
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