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671 results found

  1. Have a report which shows all uses who have a divert on their phone

    27 votes
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  2. Please add the ability to report on user profiles (ideally that could be scheduled), for example:

    1. Once a month, automatically receive a report of every user in the Sales department
    2. Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
    3. Once a month, automatically receive a report of all admins, super admins, etc.

    In general, we should be able to report on any field available within the user profiles - "give me a report of everyone within these groups", "give me a report of everyone with a physical…

    17 votes
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  3. Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.

    16 votes
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  4. Performance Reports should include total DND time for the time frame you're viewing. For example, if we're looking at monthly calls and see a user has had less queue (hunt group) calls than others I want to see how often they were on DND to see if it was overused to avoid calls.

    8 votes
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  5. To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    16 votes
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  6. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    577 votes
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  7. Ability to check IP address of the provisioned phone in Ringcentral via admin portal.

    I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?

    12 votes
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  8. Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.

    Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.

    This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…

    6 votes
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  9. Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    6 votes
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  10. Add a "country" filter in analytics portal, under performance report tab

    19 votes
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  11. On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes
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  12. Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    9 votes
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  13. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    42 votes
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  14. Performance Report: Missed call should not be tagged on call queue as missed if picked up by a member on another call queue.

    2 votes
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  15. We need a report to separate inbound blocked calls / SPAM from actual missed calls.
    Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.

    2 votes
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  16. Would like to have an option in Business Analytics to be able to search call information using call ID or telephony ID without downloading the reports and manually searching through the report. It would be best to have the option to search call information on the Business Analytics page.

    4 votes
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  17. Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.

    2 votes
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  18. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    18 votes
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  19. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    30 votes
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  20. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    7 votes
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