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1026 results found

  1. Remove users from saved report that have been moved to another call queue

    Ability to remove users from saved Performance Reports that have been moved to another Call Queue

    14 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  2. Have a report which shows all uses who have a divert on their phone

    Have a report which shows all uses who have a divert on their phone

    30 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  3. Call should not be detected as missed if it was answered elsewhere

    Call should not be detected as missed if it was answered elsewhere

    54 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  4. Details of Refused calls in Analytics report

    Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.

    20 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  5. User administrative and compliance reporting

    Please add the ability to report on user profiles (ideally that could be scheduled), for example:

    1. Once a month, automatically receive a report of every user in the Sales department
    2. Once a month, automatically receive a report of any user with blank Emergency Response Location, or one set to a particular address
    3. Once a month, automatically receive a report of all admins, super admins, etc.

    In general, we should be able to report on any field available within the user profiles - "give me a report of everyone within these groups", "give me a report of everyone with a physical…

    17 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. Performance report align with user call logs

    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

    72 votes
    New  ·  8 comments  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  7. Check IP address in the admin portal

    Ability to check IP address of the provisioned phone in Ringcentral via admin portal.

    I need to find details on devices registered to RC by IP or mac address. Is there such a report I can run to tell me what IP a device is registered with?

    15 votes
    New  ·  3 comments  ·  Other  ·  Admin →
    How important is this to you?

  8. 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.

    6 votes
    New  ·  1 comment  ·  QOS  ·  Admin →
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  9. Report Tool for AI Notes

    To have a weekly or monthly reporting or collation of AI notes for calls on the said duration. Can be included on the Reports/Analytics or can be on AI tab itself.

    16 votes
    New  ·  4 comments  ·  Other  ·  Admin →
    How important is this to you?

  10. Analytics

    In the Analytics Report in Service Web, if customers are using the FREE Video Pro license, those licenses show in the Adoption & Usage Report. It skews the number of paid for license percentages of what their actual entitlements are. It would be good to have the Product Team break out the Free Video Pro Licenses to their own category so that it does not skew the adoption metrics on what the customer is paying for.

    5 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  11. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    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.

    589 votes
    Future Consideration  ·  90 comments  ·  Other  ·  Admin →
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  12. 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
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  13. Include the IP address in password reset email to identify the source of the password request

    Would like to have the IP address of the user who is attempting to trigger a password reset to be able to identify whether a user is having some trouble or if this is an attempt from an outside source to access the account.

    10 votes
    New  ·  1 comment  ·  Accessibility  ·  Admin →
    How important is this to you?

  14. Supervisor access for survey results in RCX

    Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.

    5 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  15. Calculate Ring Time, Hold Time, Live Talk Time from Call Log data

    Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    12 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  16. 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.

    4 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  17. Generate analytics reports showing detailed call queue report

    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

    28 votes
    New  ·  5 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  18. Live call information within RC app

    The ability for employees to have a view inside of the RC app of current calls waiting within a call queue. This gives the employees the ability to understand how many calls are waiting to be answered as well as understand how many other employees are available to take inbound calls.

    4 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  19. Individual Call Lifecycle

    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…

    16 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
    How important is this to you?

  20. Access Analytics Reports and Call Queue Admin without changing the role and permission

    Analytics Reporting access and Call queue admin access.

    Hello, we have two regular users who need access to Analytics Reporting in order to get reports for incoming calls to our main number and the Front Desk queue, also they need access to change settings for the Front Desks queue like automatic forwarding and member of that queue.

    Is there a way to give this access to those users without giving them more permissions than what they need?

    8 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?
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