1261 results found
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Add Explicit "Do Not Disturb (DND)" Agent Status Metric and Breakout to Live Reports Dashboard
As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.
Current Pain Points & Behavioral Gaps:
Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state…13 votes -
Agent SOA (speed of answer) buckets
Allow the ability to put Agent SOA into buckets to measure the number of rings an agent answers a call rather than relying on the average. I can create this report, but I need to export and manipulate the data.
17 votes -
Support Multi-Dimensional Grouping and Outbound Queue-Mask Tracking in Business Analytics Pro
As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.
Current Pain Points & Behavioral Gaps:
Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound…7 votes -
Enable Timezone-Based Timestamps for Exported Analytics Reports
Customers have reported inconsistencies between the timestamps displayed in the RingCentral Analytics dashboard and the timestamps shown in downloaded/exported report files (CSV/Excel format).
Currently:
The Analytics dashboard correctly reflects timestamps based on the customer account’s configured local timezone (example: EDT).
However, exported reports are generated using UTC/universal time format regardless of the account timezone settings.Requested Enhancement:
Provide an option for exported Analytics reports to use the account’s configured timezone instead of UTC. Ideally, this can be implemented through one of the following methods:Automatically apply the account timezone to exported reports.
Add a selectable timezone option during report export.…8 votes -
Pull QoS call score via API
Currently you can only export the QoS report to csv and we have to manually ingest the data into PowerBi to generate a "Call Score" trend report.
We would like the ability to pull the QoS - "Call Score" directly via API.
27 votes -
Have The Option to Remove Inbound Calls in the Live report for Call Volume Widget
When Selecting Call Volume Widget on live reports inbound calls is automatically selected and cannot be removed. We would like to filter it out for the widget as the a customer only needs to filter the outbound calls.
6 votes -
Live Reports Enhancement: Real-Time Status Update for Call Queue Members
Description:
Implement real-time synchronization of call queue member status in Live Reports, ensuring that any changes in agent availability, whether becoming available or unavailable, are reflected instantly and accurately.
Importance and Benefits;
-Real-Time Visibility: Enables managers to make faster, more accurate staffing and routing decisions.
-Quicker Response: Instantly shows who’s available, helping reduce call wait times and improve service.
-Operational Efficiency: Ensures calls are routed to truly available agents, maximizing productivity.
-Reliable Data: Provides confidence in Live Reports for real-time decision-making.
-Better Customer Experience: Faster, more efficient handling of calls leads to higher satisfaction.
25 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
8 votes -
Option in Admin portal to sort Outgoing Fax from Busy, Sent and Unknown
There should be an option in the Admin portal to sort outgoing faxes by Busy, Sent, and Unknown. It would be more efficient to have this option available before downloading the logs to easily identify the faxes that were successfully sent
8 votes -
Sync Real-Time Dashboard Edits After Sharing
Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.
There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.
36 votes -
bye
It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.
34 votes -
Remove ability to Unsubscribe from Performance Reports Subscriptions
Users are currently able to unsubscribe from Performance Report emails using the unsubscribe link included in the reports. This option should be removed to prevent users from unsubscribing from these reports.
4 votes -
Increase Data Retention of text message
Customer wants to increase the 5,000 messages for every user in each of these folders: Inbox, Outbox, Sent, Deleted. She wants to keep old messages as she needed it for her business.
4 votes -
It would be great to have the capability to create a Performance Report and have other members of the admin team be able to see and modify
Group Admin read/write access to all Performance reports.
4 votes -
Schedule report for QoS calls data
Currently there are no API to pull QoS calls data. We do have the option to manually download into a csv file.
We would like the ability to schedule regular download of the QoS calls data and send to email or network location for PowerBi to grab the source csv file to generate our own report.
20 votes -
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.
32 votes -
Ability to Play Call Recordings via Direct Link Without Downloading
Provide an option for call recordings to be delivered as a secure streaming link instead of an MP3 attachment. This would allow users to access and play recordings directly from a browser without needing to download the file first, improving convenience, storage management, and workflow efficiency.
8 votes -
Ability to generate dashboard for fax
Run a report to see our usage of fax for all users.
6 votes -
Transferring Daily Report Subscription
Ability to transfer a Daily Report subscription from one user extension to another without creating a new subscription or changing the email address.
8 votes -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
22 votes
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