Skip to content

Analytics & Reporting

Analytics & Reporting

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

690 results found

  1. 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
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
  2. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  3. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  4. To have the option for downloading SMS logs per user extension

    4 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
  5. 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.

    20 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
  6. Add a "country" filter in analytics portal, under performance report tab

    19 votes
    New  ·  5 comments  ·  Other  ·  Admin →
    How important is this to you?
  7. 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

    44 votes
    6 comments  ·  Other  ·  Admin →
    How important is this to you?
  8. 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
    How important is this to you?
  9. When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.

    Current Behavior:

    Users adjust the KPI filter in the Performance Report.

    Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.

    This requires users to reconfigure their KPI settings repeatedly when switching between sections.

    Requested Enhancement:

    3 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
  10. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  11. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  12. We want the RingCentral app to have a feature for outbound and inbound call summaries for users

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  13. When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.

    To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:

    Username

    Timestamp

    Message content

    The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.

    Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  14. 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.

    32 votes
    3 comments  ·  Other  ·  Admin →
    How important is this to you?
  15. When I get a call forwarded to my cell phone from the office, ringcentral requires me to dial 1 to answer. I don't want this requirement, especially when I'm driving.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  16. We would like to be able to run a report that shows a list of disabled user extensions including the number of days they were disabled.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  17. Ability to send text and convert it as phone call

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  18. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  19. Hi Team,

    I’d like to suggest a small but impactful improvement to our phone system. Currently, after the initial greeting message plays (e.g., “Thank you for calling… Option 1, Option 2…”), there is approximately 10 seconds of silence before the greeting repeats. This long pause might cause some callers to think the call has disconnected or lead to confusion.

    To enhance the caller experience, I recommend reducing this silence period to about 2–3 seconds before the greeting plays again. This shorter delay would help keep the interaction more fluid and reassuring for the caller.

    Please let me know if this…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  20. We need the capability to generate performance reports that incorporate advanced KPIs, specifically:

    Available Time

    Auxiliary (AUX) Time

    Hold Time

    Talk Time

    These metrics must be tracked at the individual user level within designated Call Queues using the Performance Report tool.

    The objective is to enable accurate mapping and analysis of each call, ensuring a consistent and reliable methodology for measuring Available Time, AUX Time, Hold Time, and Talk Time.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  • Don't see your idea?