53 results found

1. Unified Audit Trail for Report Subscriptions

   Implement a centralized audit trail and management view within the Analytics Portal for all scheduled report subscriptions. This feature should provide administrators and support teams with system-wide visibility to track:

   1. Who created a specific report and subscription.
   2. Which extensions or email addresses are enrolled to receive it.
   3. The lifecycle history of the report (creation, modifications, and deletion).

   Justification:
   Currently, the Analytics Portal lacks centralized visibility for subscriptions. If a customer needs to unsubscribe from an automated report—but the report was created under a different, hidden, or deleted extension—there is no way for support to locate the source subscription to turn it off. This creates a frustrating experience where customers are spammed with unwanted emails that we cannot easily stop. Adding a unified audit trail will eliminate these blind spots, significantly reduce support resolution times, and give administrators the oversight needed to manage account-wide reporting effectively.

   Implement a centralized audit trail and management view within the Analytics Portal for all scheduled report subscriptions. This feature should provide administrators and support teams with system-wide visibility to track:

   1. Who created a specific report and subscription.
   2. Which extensions or email addresses are enrolled to receive it.
   3. The lifecycle history of the report (creation, modifications, and deletion).

   Justification:
   Currently, the Analytics Portal lacks centralized visibility for subscriptions. If a customer needs to unsubscribe from an automated report—but the report was created under a different, hidden, or deleted extension—there is no way for support to locate the source subscription to turn… more

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2. Add "Average Speed to Answer" (ASA) Metric to the Company Numbers Performance Report

   1. Business Need & Context
      The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.

   2. Current Limitation
      In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA metric.

   3. Proposed Feature / Enhancement

   Add ASA as a KPI: Include Average Speed to Answer (ASA) as a toggleable KPI card and column in the Company Numbers Report within RingCentral Analytics.

   Calculation Rule: Measure the total duration from the moment the call reaches the RingCentral platform via that specific phone number until the call is answered by an agent/user (including queue wait time).

   1. Business Impact & Value

   Customer Retention: Allows managers to evaluate queue efficiency and staffing levels per phone number without having to rebuild 1:1 Call Queue mappings for every single direct line.

   Reporting Parity: Brings phone-number-level reporting in line with call queue performance analytics.

   1. Business Need & Context
      The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.

   2. Current Limitation
      In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA… more

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3. Enable Timezone-Based Timestamps for Exported Analytics Reports

   Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).

   Currently:

   The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
   However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.

   Requested Enhancement:
   Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:

   Automatically apply the account timezone to exported reports.
   Add a selectable timezone option during report export.
   Include both UTC and local timezone columns in exported reports.

   Business Impact / Customer Impact:

   Customers experience confusion when comparing dashboard data against exported report timestamps.
   Manual timezone conversion is required after export, increasing operational overhead and risk of reporting inaccuracies.
   Organizations operating across different regions rely heavily on exported reports for audits, staffing analysis, compliance tracking, and business reporting.
   Consistent timestamps between dashboard and exported data would improve usability, reporting accuracy, and customer experience.

   Customer Use Case:
   The customer’s organization operates in the EDT timezone. While timestamps appear correctly on the Analytics dashboard, exported Excel reports display timestamps in UTC, creating discrepancies during operational review and reporting processes.

   Expected Outcome:
   Exported reports should align with the timezone configured on the customer account/dashboard to ensure consistency across all reporting interfaces.

   Additional Notes:
   Current behavior is confirmed to be working as designed because exported files use a universal timestamp format (UTC). The customer is requesting enhancement functionality rather than reporting a product defect.

   Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).

   Currently:

   The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
   However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.

   Requested Enhancement:
   Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:

   Automatically apply the account timezone to exported reports.
   Add a selectable timezone option during report export.… more

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4. Phone Number-Level Call Duration Report in RingEX Analytics

   To be able to generate a report showing call activity (inbounnd and outbound) and call duration for all phone numbers, with the ability to filter the results by department and a specified date/time range.

   3 votes

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5. Remove ability to Unsubscribe from Performance Reports Subscriptions

   Users are currently able to unsubscribe from Performance Report emails using the unsubscribe link included in the reports. This option should be removed to prevent users from unsubscribing from these reports.

   4 votes

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6. Transferring Daily Report Subscription

   Ability to transfer a Daily Report subscription from one user extension to another without creating a new subscription or changing the email address.

   9 votes

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7. Option to Hide the AI Receptionist Tab and Disable Promotional Notifications

   Allow Admins to Hide the AI Receptionist Tab and Disable Promotional Notifications When the Feature Is Not Enabled

   Description:

   Customers have reported that the AI Receptionist tab in the RingCentral application displays promotional prompts and sample notifications encouraging users to purchase or enable AI Receptionist, even when the feature is not enabled.

   These notifications can be disruptive and may be mistaken for actual missed calls or voicemail notifications, causing confusion for users.

   Customer Impact:

   Users receive unnecessary promotional prompts for a feature they are not currently using.
   Sample notifications may be mistaken for actual missed calls or voicemails.
   The persistent presence of the AI Receptionist tab and its prompts can disrupt the user experience.
   Requested Enhancement:

   We request the following improvements:

   Provide an option for administrators to hide or remove the AI Receptionist tab from the RingCentral application when the feature is not enabled.
   Allow administrators or users to disable promotional notifications and sample alerts related to AI Receptionist.
   Ensure that notifications for features that are not enabled do not resemble actual missed calls or voicemail alerts.
   Business Justification:

   Providing greater control over promotional notifications and application tabs would reduce user confusion, minimize unnecessary distractions, and improve the overall RingCentral application experience.

   Expected Outcome:

   Users should only receive relevant notifications for enabled services, with an option to hide promotional feature tabs that are not applicable to their organization.

   Allow Admins to Hide the AI Receptionist Tab and Disable Promotional Notifications When the Feature Is Not Enabled

   Description:

   Customers have reported that the AI Receptionist tab in the RingCentral application displays promotional prompts and sample notifications encouraging users to purchase or enable AI Receptionist, even when the feature is not enabled.

   These notifications can be disruptive and may be mistaken for actual missed calls or voicemail notifications, causing confusion for users.

   Customer Impact:

   Users receive unnecessary promotional prompts for a feature they are not currently using.
   Sample notifications may be mistaken for actual missed calls or voicemails.
   The persistent… more

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8. Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.

   Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.

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9. Add new KPI for Daily Breakdown with Weekly Report

   We would like to request the option to add a daily breakdown to the weekly report during initial setup. This would automatically include the daily details whenever they receive the weekly report.

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10. Modify the text in the subscription email

    The email generated for report subscriptions contains text that cant be amended. It would be better if we could update this text for each subscription.

    16 votes

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11. Analytics Subscription with Schedule Run History Report

    Andrew requested an email feature same as Schedule Run History Report in Contact Center that shows if there was an error when a subscription report had issues.

    2 votes

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12. Dynamic "Last Full Week (Mon-Sun)" Relative Date Filter for Analytics Report Subscriptions

    Summary
    Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
    Problem Statement
    Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
    Current Limitations
    1. Static Custom Date Ranges
    When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not advance as new weeks pass.
    2. Timestamp-Dependent Relative Filters
    Existing relative date options such as "Last 7 Days to Date" calculate report boundaries based on the exact date and time the subscription was created or modified. As a result:

    Reports may end at a specific hour rather than at the end of the day.
    Weekly reports can contain partial-day data.
    Users may receive less than a full seven days of reporting data.

    1. Data Truncation Issues Reports frequently exclude valid data due to boundary calculations tied to the configuration timestamp. This can result in:

    Missing hours from the final reporting day.
    Incomplete weekly reporting periods.
    Inconsistent metrics between reporting cycles.

    1. Inefficient Administrative Workarounds To obtain a complete Monday-through-Sunday report, administrators must often create or update subscriptions immediately after midnight. This workaround:

    Is operationally impractical.
    Creates dependency on manual intervention.
    Introduces risk from time zone differences between users and backend processing systems.

    roposed Enhancement
    New Relative Date Filter
    Add a predefined date filter option:
    Last Full Week (Mon-Sun)
    This option should be available anywhere Analytics report date ranges are configured, including automated report subscriptions.

    Functional Requirements
    1. Dynamic Weekly Boundary Calculation
    The filter should automatically calculate the most recently completed calendar week based on the account's configured time zone.
    Start Boundary

    Previous Monday
    Time: 12:00:00 AM

    End Boundary

    Previous Sunday
    Time: 11:59:59 PM

    Example
    If a report is generated on Monday, July 6, the reporting period should automatically be:

    Start: Monday, June 29, 12:00:00 AM
    End: Sunday, July 5, 11:59:59 PM

    1. True Rolling Automation The reporting period should automatically advance by one week on each execution without requiring users to:

    Edit the subscription
    Re-save report settings
    Reconfigure date filters

    Each scheduled run should dynamically evaluate the most recently completed full week.

    1. Decouple Configuration Time from Data Selection Report boundaries must be determined exclusively by calendar-week logic and the account time zone. The following must have no impact on the selected reporting period:

    Report creation time
    Report modification time
    Subscription save time
    Scheduled delivery time

    For example, a report scheduled for Monday at 8:00 AM should still return data for the complete prior Monday-Sunday period.

    Expected Business Benefits
    True Report Automation
    Eliminates recurring manual date adjustments and enables reliable week-over-week reporting.
    Improved User Experience
    Removes the requirement for administrators to perform configurations at specific times, such as shortly after midnight.
    Accurate Performance Metrics
    Ensures reports consistently contain complete weekly datasets without truncated or partial-day data.
    Reduced Support Volume
    Addresses a common source of reporting confusion, minimizing support cases related to incomplete reporting periods, time-based filtering behavior, and time zone discrepancies.

    Success Criteria

    A user can select "Last Full Week (Mon-Sun)" when creating an Analytics report subscription.
    Reports always return data from the most recently completed Monday-Sunday period.
    Date boundaries are based on the account's configured time zone.
    Reporting periods automatically advance each week without user intervention.
    Scheduling or editing a report does not alter the underlying reporting window.
    Weekly reports contain complete, non-truncated datasets.

    Priority: High
    Category: Analytics / Reporting Automation
    Business Impact: High – Improves reporting accuracy, user experience, and subscription reliability while reducing ongoing administrative overhead and support escalations.

    Summary
    Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
    Problem Statement
    Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
    Current Limitations
    1. Static Custom Date Ranges
    When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not… more

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13. Persistent Dynamic Filters for Analytics Subscriptions

    Overview
    Requesting a change to how Performance Report Subscriptions handle user filters. Currently, saving a report subscription triggers an "Implicit Filter Lock," which snapshots the current user list and excludes any future users added to the account.

    The Problem: "Implicit Filter Locking"
    When a user creates a Performance Report subscription:

    Even if "All Users" are intended to be included, the system saves the specific IDs of users active at that moment.

    The New User Gap: Any user added to the system after the subscription is saved is automatically excluded from the emailed report.

    Manual Maintenance: To include new hires, an admin must manually enter the Subscription Report editor, "Deselect All" to clear the implicit filter, and resave—a process that must be repeated every time the headcount changes.

    The Discrepancy
    This behavior creates a "data ghosting" effect where the Live Web Dashboard (which often defaults to all users) shows different totals than the Emailed Subscription (which is stuck on an old user list), leading to confusion and perceived data inaccuracies.

    Proposed Enhancement
    Dynamic "All Users" Flag: Implement a specific "Include All Current and Future Users" toggle that does not snapshot specific IDs.

    Filter Persistence: If no specific users are selected, the report should default to the current state of the account at the time the report is generated, not when it was created.

    Inheritance Logic: Allow subscriptions to follow "Site" or "Department" logic so that any user assigned to those groups is automatically inherited by the report.

    Business Justification
    Eliminates Discrepancies: Ensures emailed reports match the Live Web Dashboard totals.

    Reduces Admin Burden: Eliminates the need for manual report audits every time a new extension is provisioned.

    Data Accuracy: Prevents management from making decisions based on incomplete data sets that accidentally exclude new team members.

    Technical Reference
    Support Case: Dev Case 31260157

    Observed Behavior: Filters are implicitly set/locked upon saving the subscription instance, failing to recognize account-level additions post-save.

    Overview
    Requesting a change to how Performance Report Subscriptions handle user filters. Currently, saving a report subscription triggers an "Implicit Filter Lock," which snapshots the current user list and excludes any future users added to the account.

    The Problem: "Implicit Filter Locking"
    When a user creates a Performance Report subscription:

    Even if "All Users" are intended to be included, the system saves the specific IDs of users active at that moment.

    The New User Gap: Any user added to the system after the subscription is saved is automatically excluded from the emailed report.

    Manual Maintenance: To include new hires, an… more

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14. option to remove the KPI on the report

    Ability to remove the KPI section in subscription.

    1 vote

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15. User group as a filter option in the subscription report in the Tabs field

    Please include the User group as a filter option in the subscription report in the Tabs field.

    1 vote

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16. Subscription Report scheduling.

    Right now, reports can only be set to send Sunday through Saturday. It would be extremely helpful to have a Monday through Friday option available as well.
    Our team operates on a weekday schedule, so weekend reports aren’t being used. Having a weekday-only option would help reduce unnecessary emails and keep reporting aligned with when the team is actually working.
    Is this something that could be added, or is there a workaround currently available?
    Appreciate you taking a look at this, and I’m happy to provide any additional context if helpful.

    1 vote

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17. PDF report in landscape mode

    to have an option to download or send the PDF reports in landscape mode.

    1 vote

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18. Quarterly Reports

    PLEASE give us the ability to subscribe to quarterly reports.

    5 votes

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19. Is there a way to only have the User tab in the excel export emailed over automatically?

    Is there a way to only have the User tab in the excel export emailed over automatically for Analytics Performance Reports?

    2 votes

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20. Analytics: Ability to run a subscription on demand to email the report to specific users

    Need to be able to run saved report from the subscription "right now" and specify email addresses to send that may not normally be a part of the sub.

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