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665 results found

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

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

    27 votes
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  2. User administrative and compliance reporting

    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. Details of Refused calls in Analytics report

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

    15 votes
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  4. Report Tool for AI Notes

    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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  5. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    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.

    576 votes
    Future Consideration  ·  90 comments  ·  Other  ·  Admin →
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  6. Check IP address in the admin portal

    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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  7. RingCX Voice Skill "Play Hold Time" Feature Enhancement Request

    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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  8. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

    19 votes
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  9. Historical Reporting handle count for digital channels in RingCX

    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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  10. ability to check audit trail for more than 180 days

    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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  11. Generate a report on a date range but only on specific time of the day

    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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  12. Ability to search calls using call ID/call information in Business Analytics

    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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  13. Ability to access the call recordings through RingEX Analytics

    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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  14. 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.

    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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  15. Analytics alert when the number of calls exceed threshold

    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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  16. Enhanced Performance Report: Incorporating Missed Calls in Call Queue KPIs

    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.

    29 votes
    3 comments  ·  Other  ·  Admin →
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  17. Queue Time" per team member.

    Customer would like to get a report of the amount of time our users spend in the "queue". In other words "Queue Time" per team member.

    3 votes
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  18. Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually.

    Three-way calling on analytics in one thread instead of showing that the call was been registered as a multiple call or called individually. It seems that for conference or 3-way call on the reports, it shows that the numbers were called separately instead on a single thread or on a single flow. This feature must be implemented for a more detailed view.

    2 votes
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  19. Ability to send text and convert it as phone call

    Ability to send text and convert it as phone call

    2 votes
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  20. Report associating IVR data with transferring agent for post-call surveys

    Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes
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