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682 results found

  1. 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.

    1 vote

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  2. 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.

    31 votes

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  3. To have the option to translate AI note to other language

    1 vote

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    • 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…
    1 vote

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

    1 vote

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  5. 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.

    1 vote

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  6. 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…

    1 vote

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

    1 vote

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

    9 votes

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  11. admin user directory is very not user friendly

    1 vote

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

    1 vote

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  13. 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…

    1 vote

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  14. 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.

    1 vote

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  15. 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…

    2 votes

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

    5 votes

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

    5 votes

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