177 results found
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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…2 votes -
reports in analytics Upper and Lower Controls - Cost per Agent Hour
Productivity/Occupancy of CSR: how many hours of their 7 hour shift they are in calls (per CSR).
- Upper and Lower Controls
- Cost per Agent Hour2 votes -
REFUSED Calls vs ANSWERED Calls, 1 call should not be marked twice
REFUSED Calls vs ANSWERED Calls, we don't know how many calls out of the REFUSED Calls were actually ANSWERED unless we look into the Call Logs and go through each and every call and count REFUSED Calls that were actually ANSWERED. 1 call should not be marked twice, 1 as REFUSED and 1 as ANSWERED, this creates a lot of doubts when reporting.
2 votes -
Ability to see when zero calls were made
Ability to download a report which contains calls per day in order to see what days have zero or few calls. Right now I can only seem to find reports that show total calls per month, but does not break it down by day.
2 votes -
Audit Log from User Apps
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.
2 votes -
First and Last Call Time reports
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.
2 votes -
calls per user per day
I'd like to be able to pull a month-to-date report of external calls per day for user. currently i can pull the call details for a specific period of time, but not a summary. i'd like to see a summary and be able to export it to excel.
2 votes -
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Also have a hold queue update so we can see if their are guests on hold in real time.2 votes -
Add an area code or state filter in business analytics
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.
2 votes -
Call User Note Feature to track call details / description in real time - for traffic management call centers
Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.
2 votes -
call park reporting in analytics
have a call park reporting in analytics
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 -
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 -
Analytics report per user to be automatically created and sent to the user by email.
Analytics report filtered to a specific user's log of all incoming calls and outgoing calls to be automatically created and sent to the user by email to be available in each user's portal access. Right now, only admin can create this report and it includes everybody's call logs not just one user.
1 vote -
Number of Abandoned calls missing from Users report
Currently, a Performance report for Queues show the # of Abandoned calls as a KPI filter however when running a Performance report for Users in a specific queue, the # of Abandoned calls filter is not available and missing.
Customer would like to be able to run a Performance report at the Users level for a specific queue and be able to see the total number of calls vs the total number of abandoned calls.
1 vote -
Ability to clear stuck contacts in analytics Live Reports
Ability to clear stuck contacts in analytics Live Reports.
There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.1 vote -
Employee Photos in Live Reports
The customer would like to have the option to add a photo of each employee beside their name in the Live Reports section. This feature would enhance user experience by enabling quick visual identification of employees.
1 vote -
Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
1 vote -
Log On/Off from Queues
Any way we can log on/off members from the queue?
1 vote
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