1188 results found
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inbound blocked/SPAM calls need to be counted seperatly from actual missed calls
We need a report to separate inbound blocked calls / SPAM from actual missed calls.
Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.3 votes -
RCX Fields
Overall we would like any field that is a date or time field to exist not as a text field but an actual date/time that has options to edit format. Default is that fields should be DD/MM/YY HH:MM and then allow people to choose to just show time, just show date or even show "Thursday April 10th 10:53AM PST" as you would be able to in most other modern business reporting tools.
The other main item was the double quotes when exporting to csv. No other tool we work with acts that way and requires cleanup.
Metric: Interaction Start Quarter…
4 votes -
Ability to brand the performance reports with company logo
have our company brand on ring central performance reports
We would like to brand the performance reports with our company logo when exported to pdf
2 votes -
lable the active calls
I would like to see the name of the person in my organization when I'm looking in the call log reports. Right now all I can see is the phone number, but I don't have all the numbers memorized, I need to see the name.
1 vote -
merge user and queue column
There should be an option to merge the user column and queue column in the performance report page
1 vote -
Add CSV option for Call Log Delivery Options
There should be an option to select the file type for the email subscription of the call logs. As of now it only sends a ZIP file. There should also be an option for CSV file
1 vote -
Analytics Report for Robocall
The customer would like to have a specific report for robocalls that they can utilize from analytics without downloading any files.
3 votes -
Ability to access the call recordings through RingEX Analytics
Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.
4 votes -
Abandoned Call queue Rate
Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls
23 votes -
Alert Ownership
Allow Alert ownership to be transferable to another extension or Super Admin extension.
17 votes -
report that will show whenever the queue member is available or on DND aside from audit trail
report that will show whenever the queue member is available or on DND aside from audit trail
2 votes -
Custom Weekly Report Scheduling (Monday–Sunday)
We would like to introduce a feature that allows users to customize weekly report schedules, with the week defined as starting on Monday and ending on Sunday. This will ensure consistency in reporting periods and better alignment with business operations.
1 vote -
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled tim?
Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?
2 votes -
Adoption & Usage - Is there a way to track a device - phone being in use beyond 6 months
Is there a way to track devices that were in use over 6 MONTHS?
2 votes -
Translate AI note to other language
To have the option to translate AI note to other language
2 votes -
Virtual Agent Reporting
We have a lot of pre-chat virtual agents running across many digital channels. Unfortunately it's impossible to reporting on the virtual agent activity anywhere within the current reporting suite especially the historical and live dashboards.
Just as we can see human agent activity i.e Number of connected chats, AHT et realtime reporting on the bots would support with identifying issue as they happen almost like a bot health checker where we can identify spikes - even giving us the ability to report on the standard agent metrics would be a good start.
1 vote -
provide unavailable time for each rep
Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage
6 votes -
We need to add "Total Talk Time" to performance reports
Total Talk Time is in Live Reports, but not in performance reports. We need to look at total talk time the next day and over the month. Please add this feature to the KPI's
8 votes -
Remove abandoned calls where someone hangs up at 8 sec or less
Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer
12 votes -
Call time Averages
When adding average, have the ability to input what it should be divided by. e.g. if you are creating reports for the day before, divide by the amount of hours in the working day, or for a weekly report divide by 5 for a daily average.
1 vote
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