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828 results found

  1. I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

    520 votes

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  2. It would be great if the data coming from Analytics would align or match the information showing from the user call logs. This will prevent any discrepancy

    37 votes

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    New  ·  5 comments  ·  Adoption & Usage  ·  Admin →
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  3. Call should not be detected as missed if it was answered elsewhere

    18 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  4. Allow Alert ownership to be transferable to another extension or Super Admin extension.

    14 votes

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    New  ·  0 comments  ·  Alerts  ·  Admin →
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  5. I would like to be able to see the total time a user is toggled on to accept calls

    41 votes

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  6. We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    8 votes

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    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  7. Add a "country" filter in analytics portal, under performance report tab

    18 votes

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    New  ·  5 comments  ·  Other  ·  Admin →
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  8. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    18 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  9. Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    38 votes

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    6 comments  ·  Other  ·  Admin →
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  10. Requesting a new feature in RingCentral to enable easy retrieval of specific phone numbers from our %Abandoned calls KPI.

    Introduce a feature within RingCentral's analytics dashboard that allows users to generate customized reports specifically targeting abandoned calls. This report should include detailed information such as caller phone numbers, timestamps, and call durations.

    Implement a search functionality within the reporting feature, enabling users to quickly filter and identify abandoned calls based on various parameters like date range, call duration, or specific queue.

    By incorporating these features into RingCentral, users can efficiently track and address abandoned calls, ultimately improving customer satisfaction and…

    36 votes

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  11. When queue receives a call and one person answers, all members of the queue are given a "missed call" notification instead of an "answered elsewhere" notification as per the 23.3 update. Customer would like to be able to see and "answered elsewhere" notification so they don't call customers multiple times.

    32 votes

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    Under Review  ·  8 comments  ·  Alerts  ·  Admin →
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  12. Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  13. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  14. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    24 votes

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    3 comments  ·  Other  ·  Admin →
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  15. The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    5 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  16. The capability to generate a call queue report that shows detailed report.
    - Duration of the call
    - Who answered the call
    - Who are the available user did not answer the call
    - Who are the users engage on a call and cannot be answer the call

    6 votes

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    New  ·  3 comments  ·  Live Reports  ·  Admin →
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  17. I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    11 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  18. In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    23 votes

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  19. we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    6 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  20. The customer would like to be able to generate a report showing who the manager of each call queue is.

    4 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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