587 results found
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better way to review IVR performance in Business Analytics or Performance Analytics
I am looking for a better way to review IVR performance in Business Analytics or Performance Analytics. In Performance Analytics, I have to drill down into every single call to see the IVR key presses, routing, and results of each step in the IVR. This is the data I'm looking for, but I am not able to find a way to pull that information into a custom dashboard or grid to measure performance. Some questions I'm asking from such a dashboard would be: At a given site, how many external callers pressed 4 to place a food to go order?…
1 vote -
Need to be able to filter time of day - reports and analytics
Would like be able to filter sort out incoming calls ONLY between 8am - 5pm Monday - Friday within the last 3 months.
2 votes -
To add widget in BA to count # answered forwarded calls of an ext
To add widget in BA to count # answered forwarded calls of an ext
1 vote -
Add average handle time to business analytics' table section for users dashboard
Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.
5 votes -
Analytics: Overflow Call Queue: Track Total Wait Time Across Queues
For call queues that accumulate more than 50 callers, it is best to have the accumulated duration or total wait time of the customer throughout the journey of the call before it's answered by a representative.This is an important feature on Analytics: Performance Reports & Business Analytics to know how long a caller is served or answered.
1 vote -
Call reports from frequent callers.
I can see the reports to count calls by user and queue but I want to get a report showing customer's phone numbers who have called us multiple times from the same number
1 vote -
New live report widget for top / bottom performers
I would like a new widget to showcase the top performers in the sales teams on the wallboards accross our offices and also one to highlight those at the bottom that need to improve - It would be good to add some logic to exclude those that are absent for the day so the lowest performer that has greater than 1 call so it excludes the 0 calls and 0 call times staff.
1 vote -
Remove ability to Unsubscribe from Business Analytics Subscriptions
Our staff can easily unsubscribe from important call reporting. Not good. Please remove ability to unsubscribe. Thank you!
1 vote -
Video Recording - Daily/Weekly/Monthly Reports
Would love to have a specific feature for our Daily/Weekly/Monthly Reports for our Video Recordings on our analytics to see which users are recording the meeting and not having to go through each individual recording.
3 votes -
Call Log Information for RingGroup
Calls that were connected to an extension with RingGroup set don't provide details on the extensions being connected, who was able to answer or miss the phone call
1 vote -
The ability to transfer the ownership of performance reports of one extension to another.
It will be easier for customer to just change the ownership instead of creating a new performance report.
1 vote -
Email to Fax Report
To add specific reports for email to fax. This will help to see the number of outgoing faxes that were using email to fax feature.
3 votes -
Analytics access to see DND status from Take all calls to Do not accept call queue calls
Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to…
6 votes -
Live Reports and Performance Reports - Restrict data visibility
Would like to setup live reports so that individual sales agents can see their intraday call stats but NO-ONE elses. At present this isn't possible. Needs to be live/close to real-time for daily target tracking
1 vote -
Report Subscription Customization
For Analytics Report, It would be great if we can add customs subject and make in only delivered on specidic Days of Week an don specific Time.
2 votes -
Weekly Call Trends Analytics
I would like to see a feature that isolates trends for what days of the week are the busiest or slowest as far as call volume. As well as the report showing the actual name of the day of the week vs. just the dates. Would be very helpful.
1 vote -
New Widget for Live Reports
Need to add a Widget that shows who is receiving the call. There area no widgets that show who is receiving the call. I need to be able to know which agent is chosen.
1 vote -
Ability to check possible reason why calls are getting dropped
Customer wanted to be able to check the reason why calls are getting dropped.
9 votes -
Total talk time is not an option to table Widget of Business Analytics
Total talk time is not an option to table Widget of Business Analytics. Ability to have total calls and total talk time for columns when creating table widget in business analytics.
5 votes -
Monday thru Friday Date Range
Would like a selection for Monday thru Friday Reports as we do not all work over the weekend and don't need blank reports generated.
1 vote
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