42 results found
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Create a report to see the total call volume broken down by each hour of the day
Would like to be able to track the busiest hours of each day over a long period of time. If the report could be sorted by user or all users, that would help project staffing needs
4 votes -
I need to have real time performance reports
I need to have real time performance reports like the one available with live reports
2 votes -
super admin profile to have more powerful access to filter call logs per sites and groups
super admin profile to have more powerful access to filter call logs per sites and groupshave more group manager so that the call log filtering wont be limited to the group manager in charge of the site
14 votes -
have a breakdown on a report if selected filter involves multiple days
instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi
2 votes -
Average abandon rate for a queue in Analytics Performance Reporting
This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.
1 vote -
Add additional tab to compute automatically the average wait time under performance reports
For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.
2 votes -
Idea for Performance report
On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.
3 votes -
Reporting for managers
It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.
1 vote -
Be able to set Total Talk Time as a set field For User
It would save me a lot of time from having to select this field many times throughout the day. Thanks!
1 vote -
Analytics: Select Multiple Queues
Admins should be able to select multiple queues when looking at Users under Performance reports.
3 votes -
Fix DST Bug in Reports
After daylight savings time change, all historical reports change to show whatever the present time is. This changes old logs by an hour. As such, all historical reports are inaccurate during time periods where DST changes occur.For example, on March 17th, I am looking at a call from Feb. 15th and even though it took place at 5:09 AM CST, it is showing the call taking place at 6:09 AM CST.
1 vote -
Analytics: Click to Next Day
Need an option to quickly jump / click to next or previous day, week or month in Analytics. Instead of having to manually select dates for every search.
1 vote -
Performance Reports Line Graph
It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file
6 votes -
Filter for Call Result
https://analytics.ringcentral.com/performance-reportThe field for Call Result includes not connected calls which is added to call totals. As a manager of sales, accurate call counts are imperative
1 vote -
Statistic on Customer TOTAL Hold Time
For a performance report would like to be able to monitor how long a customer is on hold for adding up their TOTAL hold time in ALL QUES not just how long they waiting in each que.
1 vote -
Create a month to month performance report dashboard
Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.
6 votes -
Weekly increment reporting
Currently there is not an option to send reports on a weekly basis which pertains weekly increments. For example, our customer service directors and managers would like to see weekly reports for previous weeks to track call activity and volume. IE: I want a report that automatically generates every Sunday which shows the previous 5 business days. For example, the report would display analytics from 12/7/2020 - 12/11/2020, then the following Sunday, would increment and automatically generate a report which displays analytics for 12/14/2020 - 12/18/2020.Is there something I am doing wrong or another method we can get this option?
1 vote -
Export daily data from the analytics portal for more than one day at a time.
In the analytics portal, data can be pulled to see how many outbound calls were made on a specific day or for a rage of days. When the data is pulled for more than one day, there is no way to see that data devived into how many outbound calls were made each of the days, it only gives a total. If there were a way to pull the number of out bound calls made each day for a week, then the data would not have to be pulled day by day.
1 vote -
Selection for last work month report
Our call center is not opened on weekends and we find the "last workweek" report helpful to eliminate the weekend dates from messing with our average calls per day. It would be even better if you added Last Work Month also removing weekends.
2 votes -
Filter non-business hours out of RingCentral Analytics Portal reports
It would be very useful if you could filter non-business hours out of the Analytics reports. For instance, I would like to know how many calls are abandoned, but only during 9-5 business hours.
11 votes
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