760 results found
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Agent SOA (speed of answer) buckets
Allow the ability to put Agent SOA into buckets to measure the number of rings an agent answers a call rather than relying on the average. I can create this report, but I need to export and manipulate the data.
18 votes -
Bulk updating/copying Business Analytics dashboards
I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards." I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.
6 votes -
Access call log of other extension via the RingCentral app
"We require a configuration that allows selected team members to monitor the call activity/log (made and received) of other account extensions. This visibility must be accessible within the standard RingCentral app interface, bypassing the need for admin portal access."
4 votes -
Call Queue Callback Details (Call Queue Booster)
The customer is requesting a reporting solution to track missed, successful and unsuccessful callback attempts across available reporting tools. They need visibility into failed callbacks to identify customers who were not reached and follow up accordingly .
This capability is currently on the roadmap for late Q3/early Q4. Customers who already have Call Queue Booster will not need to purchase the Pro license to access this functionality.
5 votes -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
33 votes -
Access to the call transcript of other extensions
Configure permissions to allow the Super Admin role to access, review, and download call transcripts by other user extensions
3 votes -
wrap-up
After finishing an incoming call from a queue, the agent needs to have the ability to end the wrap-up time early to put themselves back in the queue.
32 votes -
Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?
Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.
18 votes -
Consolidate Redundant "After Call Work" (ACW) States in Agent Reporting
RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.
Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.
These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.
Proposed Solution
Update the user-facing reports to merge…4 votes -
Customer Visibility into Outbound Call Failure Diagnostics
Summary
Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.Business Need
Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.Requested Functionality
Display the call failure point within the…
2 votes -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
6 votes
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Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes -
Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
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.
39 votes -
Be able to determine if an outbound call got routed to the voicemail of the called party
Be able to determine if an outbound call got routed to the voicemail of the called party
1 vote -
Performance reports graph for call queues shows inaccurate data
We need to have an accurate graph representation in the Performance Report for call queues.
We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.
2 votes -
Ability to see Forwarded Calls in Performance Reports
Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.
17 votes -
abandoned calls reporting update
- abandonec calls should only be counted if the caller volunatrily ended he call. Transferring to another que, voicemail, or another person should not qualify as an abandoned call.
- We need a report that we can separate "abandoned calls after 20 seconds" and "abandoned calls before 20 seconds". Soemtimes people call in and hang up in 1-2 seconds and staff dont even have a chance to answer that. It should not count against them.
1 vote
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