197 results found
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Analytics to report on average calls per hour
We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see the average calls by weekday and time. (Sundays at 9 AM, 10 AM, 11 AM... Mondays at 9 AM, 10 AM, etc.) All of the analytics available make this unique by date, but we want to look at the AVERAGE over 12 weeks of Sundays at 9 AM. That will result in better…
2 votes -
Adoption and Usage
Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data
3 votes -
Analytics Report Issue
Add a reason why the call didn't go through even though it's beeing counted in the #'s
2 votes -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
Choose between internal and external calls on Active Users graph
It would be useful to be able to share the graph of Active Users just based off external calls.
1 vote -
Enable call metrics for CCRNs to be viewed within the Call Log and Analytics.
So far the only call metrics that can be seen within the Call Logs in the RC Portal are from users. However, many accounts have numbers that are routed through a CCRN and those logs cannot be found when searched within the Call Log. Having this ability can help better analyze call quality issues from calls being routed through the CCRN and not just from users.
1 vote -
Comprehensive Report for List of All Users in the Account and Changes and Devices Information please
Comprehensive Report for List of All Users in the Account1. Complete user list with their current Caller ID information in RC app2. Custom greetings and VM changes with their transcription/text content3. Modification information - when, what, and who made the changes
18 votes -
Live Training on Analytics
A live training in the analytics. Each office utilizes the data in a unique way and surely would benefit from this
1 vote -
Sort Performance Call Log Report by Users Extension
We need to be able sort the call log report by the users extension. RIght now we can sort by "from", "length", "start time" and "direction". When creating a departmental call log report with multiple users being able to sorrt by the extension makes more sense so each user can see their calls at a glance. (yes I know they can sort it themselves in excel, but that is assuming they are proficient in excel). it makes more sense to juast have it sorted when they receive it.
1 vote -
Select multiple call Queues in LOB (Line of Business Analytics)
I am building a report where-by we want to filter to only show data for call queues. In LOB, there does not appear to be a way where-by we can select all call queues without doing it manually, one by one (and there are thousands of Call Queues)
1 vote -
analytics dropped down menu for all numbers with kpi
hiplease include a feature were in analytics to have a dropped down of all numbers in the account with KPI we can edit
1 vote -
Call Logs Reports Account Identifier
Please include to the call logs email report the account where that specific report/email was sent from, espcially if they are handling multiple accounts and receiving email from the call logs reports daily so they easy know which account call report they recieved.
7 votes -
Hard Phone Connectivity Alert
Would be good to extend the room device connectivity alerts to hard phones. For example when changing from online to offline. This would assist with issue identification, whether with RCs solution or with our own network (i.e. all hard phones in one location go offline).
1 vote -
one button monitoring
cx says we should have one button where he can check everything that he needs to check for monitoring how many calls currently ongoing and to what user ext from call queue did it went thru
1 vote -
Call Queue SLA
I would like to see an SLA to track the percentage of time that a resource spends in the call queue and the number of calls that a resource gets while in the call queue each day.
2 votes -
to have a feature to have a live reports that showed progress day by day
to have a feature to have a live reports
that showed progress day by day1 vote -
Need Unique inbound call analytics on the analytics graphs
It would be nice to have a column showing how many unique inbound calls came in on a call que and answered by a user.
4 votes -
Creating the call timing
creating the call timing of all the calls we had in the past.
1 vote -
Report on users time in queue
As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.
10 votes -
in analytics.ringcentral.com/performance-report/default/call-details a call queue can be selected and the member of the queue who answer...
...ed the call is displayed, if you download the report in csv form it only shows the queue and not who answered it, can another column be added to the downloaded csv to show who in the queue answers the call?. If the downloaded report from the performance report could have a column added showing who answered the call from the queue it would capture the same infomation as the analyticws performance report
2 votes
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