1320 results found
-
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…24 votes -
Add "Average Speed to Answer" (ASA) Metric to the Company Numbers Performance Report
Business Need & Context
The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.Current Limitation
In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA…
7 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.
18 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.…11 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…9 votes -
Access call log of other extension via the RingCentral app
"We require a configuration that allows selected team members to monitor the call activity/log (made and received) of other account extensions. This visibility must be accessible within the standard RingCentral app interface, bypassing the need for admin portal access."
6 votes -
Add "Average Speed to Answer" (ASA) Metric to Business Analytics Pro Company Numbers
- Business Need & Problem StatementThe customer utilizes Business Analytics Pro to manage performance and track service metrics across various business units. They require the ability to measure Average Speed to Answer (ASA) sliced directly by individual Company Phone Numbers.Currently, when marketing campaigns, regional lines, or specific line-of-business DIDs point to shared response targets, stakeholders cannot evaluate wait times or answering performance based on the specific entry phone number the customer dialed.2. Product GapIn Business Analytics Pro > Performance Reports > Company Numbers, users have access to metrics such as Inbound Calls, Missed Calls, Avg Ring Time, and Handle Time, but…
5 votes -
Ability to Export/Download Call Logs directly within the RingCentral App
Add a native export button within the RingCentral desktop app's Phone > Calls tab, allowing users to download call logs directly into a CSV or PDF file. Currently, users are forced to leave the desktop application and log into the web-based RingCentral Admin Portal under Analytics/Reports to pull call history data, which creates unnecessary steps for routine admin tasks. Adding a simple export option or multi-select functionality—similar to the app's existing text message and voicemail download features—would streamline daily workflows, make client record-keeping much faster, and eliminate friction for desktop users.
5 votes -
Bulk updating/copying Business Analytics dashboards
I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards." I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.
7 votes -
Add Analytics Tab to Track Agent App Usage (RC App vs RC Phone)
Request to enhance Analytics by adding a dedicated tab that displays which specific application agents are using. The view should clearly differentiate between RC App and RC Phone and allow filtering by individual agents or groups of agents.
16 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.
33 votes -
company call log
company call log in app currently if you call out from main number you cant see user which called , should say user 101 ..... called
same with answer and called out should show main number along with user3 votes -
Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
6 votes -
Access to the call transcript of other extensions
Configure permissions to allow the Super Admin role to access, review, and download call transcripts by other user extensions
5 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.
7 votes -
Call Queue Callback Details (Call Queue Booster)
The customer is requesting a reporting solution to track missed, successful and unsuccessful callback attempts across available reporting tools. They need visibility into failed callbacks to identify customers who were not reached and follow up accordingly .
This capability is currently on the roadmap for late Q3/early Q4. Customers who already have Call Queue Booster will not need to purchase the Pro license to access this functionality.
5 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.
28 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.
6 votes -
Live Reports - Additional KPI or Widget to View Customers Actively Waiting for a Callback
We are currently unable to see how many customers are actively waiting for a callback in our queue. This makes it difficult for us to accurately estimate customer wait times and determine when additional staffing or adjustments may be needed.
Ideally, we would like a Live Reports widget that displays the current number of customers waiting for a callback, similar to how we can see the number of callers currently waiting in our General and Membership Management queues.
3 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.
6 votes
- Don't see your idea?