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179 results found

  1. Detailed Users Performance Report for Call Queue

    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
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  2. 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.

    5 votes
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  3. User List Report Who Downloaded RingCentral From App Store and Play Store

    Customer wants to generate a report for list of users who downloaded RingCentral app from App Store (iPhone) and Play Store (Android).

    1 vote
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  4. Request for Enhanced Audit Logs for Paging Groups

    Currently, the Audit Trail only captures changes related to Paging Only Details and the creation or deletion of a Paging Group.

    It would be highly beneficial if modifications made to the “Devices that receive pages for this group” and “Members allowed to page this group” sections were also logged in the Audit Trail. This added visibility would significantly improve change tracking and troubleshooting.

    Additionally, it would be valuable if Audit Trail data could be included in the information available for external archiving via the RingCentral Archiver feature considering that the the maximum retention period of these data are only 180…

    1 vote
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  5. missed calls that did not reach the voicemail prompt

    It would be helpful if missed calls that did not reach the voicemail prompt would still show in analytics portal to have accurate reports on how many calls were missed.

    1 vote
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  6. Meeting Report

    Allow filtering on host name, rather than user name, when creating a meeting report.

    1 vote
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  7. report that will show whenever the queue member is available or on DND aside from audit trail

    report that will show whenever the queue member is available or on DND aside from audit trail

    2 votes
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  8. 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.

    1 vote
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  9. Translate AI note to other language

    To have the option to translate AI note to other language

    1 vote
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  10. 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…
    1 vote
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  11. 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

    1 vote
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  12. 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.

    1 vote
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  13. 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…

    1 vote
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  14. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

    Performance Report: Missed call should not be tagged on call queue as missed if picked up by a member on another call queue.

    4 votes
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  15. inbound blocked/SPAM calls need to be counted seperatly from actual missed calls

    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
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  16. User List Incoming Call Set up Report

    Admin should have a way to see how each of the user extension incoming call settings was set up via report or downloading the user's list.

    Since we have accounts that would like to be able to see via list or report if any of their agents added a call forwarding to their user extension. This will provide admins better control when it comes to monitoring how their agents are manipulating their user extension incoming call settings.

    This report should show the admin if the user extension uses call forwarding, custom rules, and even a mobile phone that was added…

    7 votes
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  17. Purchase Mobile number from Germany

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

    1 vote
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  18. company directory needs a over haul not user friendly

    admin user directory is very not user friendly

    1 vote
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  19. 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.

    1 vote
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  20. Ability to access the call recordings through RingEX Analytics

    Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.

    4 votes
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