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679 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

    29 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.

    17 votes
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  4. 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?

    14 votes
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  5. 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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  6. 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.

    584 votes
    Future Consideration  ·  90 comments  ·  Other  ·  Admin →
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  7. User List Incoming Call Set up Report

    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…

    7 votes
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  8. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

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

    4 votes
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  9. 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

    12 votes
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  10. 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.

    3 votes
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  11. 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.

    5 votes
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  12. 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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  13. 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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  14. 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.

    4 votes
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  15. Adding a "country" filter in analytics portal

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

    19 votes
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  16. 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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  17. 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.

    19 votes
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  18. 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.

    8 votes
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  19. 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
    6 comments  ·  Other  ·  Admin →
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  20. inbound blocked/SPAM calls need to be counted seperatly from actual missed calls

    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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