682 results found

1. report to where it will show which person missed or rejected the call if there are multiple numbers under the call handling of a user

   Need the ability to have a report to where it will show which person missed or rejected the call given that there are multiple numbers under the call handling of a user extension to where the call got routed.

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2. Detailed report of abandoned calls in a call queue in analytics

   Detailed report on abandoned calls in a call queue in analytics which displays the phone number of the missed call or routed to voicemail and the user affected by the missed call or call routed to voicemail.

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3. Translate AI note to other language

   To have the option to translate AI note to other language

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4. Ability to create and export custom reports

   • Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as hh:mm:ss (hours:minutes:seconds).
   • Ensure this format is consistent across both CSV and Excel exports, allowing for accurate time analysis and easy integration with other tools and workflows.
   • Where relevant, support extended formats like [h]:mm:ss for durations exceeding 24 hours, as commonly used in timesheet and workforce data exports.

   Rationale:

   • The hh:mm:ss format is widely recognized and supported by both Excel and CSV parsers, ensuring that time values are correctly interpreted and easily manipulated in downstream analysis.
   • Many organizations rely on precise time tracking for reporting, billing, and compliance. A standardized export format will reduce manual data cleaning and improve reporting accuracy.
   • Other platforms exporting timesheet or duration data (e.g., Deputy, Microsoft Power BI integrations) already support this format, allowing for smoother data consolidation and comparison.

   Additional Notes:

   • If possible, allow users to select their preferred time format (e.g., hh:mm:ss, [h]:mm:ss, or decimal hours) during the export process to accommodate different reporting needs.
   • Ensure that exported time fields are not auto-converted to date/time values by Excel unless intended, preserving the original duration format for accurate calculations.

   • Add an option to export custom reports with time fields (such as call duration, agent handle time, etc.) formatted explicitly as hh:mm:ss (hours:minutes:seconds).
   • Ensure this format is consistent across both CSV and Excel exports, allowing for accurate time analysis and easy integration with other tools and workflows.
   • Where relevant, support extended formats like [h]:mm:ss for durations exceeding 24 hours, as commonly used in timesheet and workforce data exports.

   Rationale:

   • The hh:mm:ss format is widely recognized and supported by both Excel and CSV parsers, ensuring that time values are correctly interpreted and easily manipulated in downstream analysis.
   • Many organizations rely on… more
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5. Report that shows user and the group they belong to

   Generate a report that shows user list and the call queue group they belong to

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6. Identity Verification report

   We need a way to run reports to know if any of our staff did the Identity Verification themselves. Hoping to have this feature under Analytics.

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7. Export Call Queue Details with Voicemail Notification Email

   Currently, RingCentral administrators can view details about their call queues within the admin portal. However, there is no native functionality to export these details into a CSV or Excel format. This lack of export capability becomes particularly challenging when administrators need to:
   Audit call queue configurations.
   Maintain an offline record of call queue settings.
   Share call queue information with stakeholders who may not have direct access to the RingCentral portal.
   Quickly identify and update voicemail notification email addresses for multiple call queues.
   Specifically, the inability to easily access and export the voicemail notification email addresses associated with each call queue extension is a significant pain point. Administrators often need to review or update these email addresses, and the current process requires navigating into the settings of each individual call queue, which is time-consuming and inefficient, especially for organizations with a large number of call queues.
   Proposed Solution:
   Implement an export functionality within the RingCentral admin portal that allows administrators to download call queue details in either CSV or Excel (.xlsx) format. This export should include, but not be limited to, the following information for each call queue extension:
   Call Queue Name
   Extension Number
   Voicemail Notification Email Address(es)
   Routing Rules
   Overflow Settings
   Maximum Wait Time
   Any other relevant configurable settings for the call queue.
   Benefits:
   Increased Efficiency: Administrators can quickly access and analyze call queue configurations without manually navigating through each queue's settings.
   Improved Auditing and Record-Keeping: Easily maintain offline records of call queue configurations for auditing and historical purposes.
   Simplified Management: Quickly identify and update voicemail notification email addresses for multiple call queues simultaneously.
   Enhanced Collaboration: Easily share call queue details with team members or stakeholders.
   Reduced Errors: Exporting and working with data in a spreadsheet format can minimize manual data entry errors.

   Currently, RingCentral administrators can view details about their call queues within the admin portal. However, there is no native functionality to export these details into a CSV or Excel format. This lack of export capability becomes particularly challenging when administrators need to:
   Audit call queue configurations.
   Maintain an offline record of call queue settings.
   Share call queue information with stakeholders who may not have direct access to the RingCentral portal.
   Quickly identify and update voicemail notification email addresses for multiple call queues.
   Specifically, the inability to easily access and export the voicemail notification email addresses associated with each call queue… more

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8. Ability to get error code for every failed SMS

   ability to report on the error codes of undelivered messages. So if a message is not delivered they would like to be able to see the carrier error code.

   2 votes

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9. Purchase Mobile number from Germany

   Customer would like to have the ability to purchase mobile numbers from Germany.

   1 vote

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10. Fax report

    Fax report in performance report. For the customer to have an option to check the number of fax they received per day.

    To create a call log report for all incoming faxes to a certain phone number/account. Account information is found below. I know I can pull this information directly from the call log function within Admin Portal, but I would like to set a scheduled report

    22 votes

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11. Abandoned Call queue Rate

    Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    9 votes

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12. company directory needs a over haul not user friendly

    admin user directory is very not user friendly

    1 vote

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13. Analytics Report for Robocall

    The customer would like to have a specific report for robocalls that they can utilize from analytics without downloading any files.

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14. Hourly

    I wish there were more options within analytics. For example, the longest period of time you can view DOWNLOADABLE hourly data is one week (and that is only for a limited number of queues/sites/users). There is apparently an archived "historical performance" tab that used to have this functionality, but was removed. I also think you should be able to download data using more than 1 parameter. Such as users AND the queues they work from AND the site which it is linked to. I also read somewhere in RC resources that the limitations for downloadable files are 60,000 rows or 6,000,000 cells, which is not entirely useful when you can't reach that a 1/100th of that amount if you want more complex data - because it is not a feature.

    I wish there were more options within analytics. For example, the longest period of time you can view DOWNLOADABLE hourly data is one week (and that is only for a limited number of queues/sites/users). There is apparently an archived "historical performance" tab that used to have this functionality, but was removed. I also think you should be able to download data using more than 1 parameter. Such as users AND the queues they work from AND the site which it is linked to. I also read somewhere in RC resources that the limitations for downloadable files are 60,000 rows or… more

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15. Allow unassigned deskphone to be assigned an unassigned user/extension

    Allow unassigned deskphone to be assigned an unassigned user/extension. In this way once the phone is assigned to the right number, we can just have it provisioned.

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16. Request to Align Call Outcome for Unanswered Calls with Voice Prompt to "No Answer" in Call Logs and Performance Reports

    Currently, there seems to be a confusing and misleading mismatch between the call logs and performance reports. Specifically, when a call is not answered by the recipient and a prompt is heard (e.g., "called party not available" or "number is not active"), the call will show as "Not Answered" in the call logs. However, in the Performance Reports (under Calls), it appears as "Connected - Live Talk."

    To ensure consistency, the call outcome label should be the same on both platforms for this scenario. We recommend that it be displayed as "No Answer" across both systems. It's important to note that not all end users utilize both reporting platforms; in fact, most rely on the data presented in the Performance Reports, making it crucial for the labels to align and avoid any confusion.

    Currently, there seems to be a confusing and misleading mismatch between the call logs and performance reports. Specifically, when a call is not answered by the recipient and a prompt is heard (e.g., "called party not available" or "number is not active"), the call will show as "Not Answered" in the call logs. However, in the Performance Reports (under Calls), it appears as "Connected - Live Talk."

    To ensure consistency, the call outcome label should be the same on both platforms for this scenario. We recommend that it be displayed as "No Answer" across both systems. It's important to note… more

    2 votes

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17. Download Business Analytics Report without all the call details just the results

    Have the ability to download the Business Analytics Reports with just the actual results of the calls and not including the complete path/journey of the call.

    1 vote

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18. Generate Report for calls being monitored

    Calls that are monitored are not showing under the action tab for call logs

    5 votes

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19. To get a log of the calls that are made by Notifications Plus

    We have problems with Notifications Plus not always notifying the person who is supposed to get the call. To be able to get a log of the calls that are made by Notifications Plus. That would be very helpful. A log file would help me be able to see what is going on.

    2 votes

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20. Remove old or inactive users from Business Analytics

    Delete old/deleted users from the 'Users Dashboard - Default' table in Business Analytics.

    5 votes

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