1330 results found
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Ability to tell how many users are using AI Notes in Analytics
Ability to tell how many users are using AI Notes in Analytics
5 votes -
Recycle bin for deleted recordings and messages
A Recycle bin for deleted recordings and messages should be created so that customers can still retrieve them.
2 votes -
Agent Acceptance Rate in the Inbound Queue Overview report
For the inbound queue overview report (in the standard historical reports), I would suggest that the agent acceptance rate shall display or show the actual percentage of staff's performance in a decimal point or digit number, instead of rounding up the tenth digit to a whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the acceptance rate should be 7416/7438 = 99.7% (not 100% by rounding it up). I am glad to see the data with 100% if my staffs actually handle the call 100%. But if they did not handle it…
3 votes -
Setting up Timezone for Performance and Live Reports
It would be best if there is an option to change or set up our desired Timezone for Performance and Live Reports.
3 votes -
ringcx analytics historical report filter days
Agent state must be under Agent Group and not universal.
2 votes -
Live Sales Reporting Integrated with Live Call Reporting
Live sales count dashboard integrated with the live call count dashboard. When employees have sales counts and call counts that need be met this will allow us to see team and personal metrics that can be tracked to ensure our system is reflecting sales activity as well as call activity accurately.
1 vote -
customize fields in A&U download
Customize fields in A&U download - allow the user to remove certain fields (e.g., Endpoint, Version, Last Used) before downloading the data. This would allow a more concise summary.
1 vote -
Expanding the date range of Usage frequency
Currently, usage frequency only generates 30 days back from the last date of date range selected.
We're looking forward to have wider date range for usage frequency so customer can run it for 2 months to 6 months range.
5 votes -
Filter answered call by seconds
Able to filter the call that was answered within 15 secs and more on the business analytics
2 votes -
Real-Time Dashboard Should Include Transfers
After noting our real-time SLA's were not mirroring historical data, it was queried with techsupport where the discrepancy lies. We were advised this was due to queue transfers and the real-time dashboard only reflects interactions that ended in that queue.
This is unrealistic for many business and makes it hard to manage SLA's effectively. We transfer to multiple other departments alongside using an out-of-the-box CSAT queue transfer.
Real-time should reflect EVERYTHING answered within that queue regardless of whether it was transferred to another destination as the SLA would still qualify in that queue given it's been dealt with.
2 votes -
Centralized View of Reports for Multiple RingCentral Accounts
We operate multiple locations (currently five), each set up as a separate RingCentral account with separate billing. We are requesting a centralized “master” or “franchisor” view that allows authorized users to access call logs, recordings, and basic reporting across all linked accounts for quality assurance purposes.
1 vote -
Number of Abandoned calls missing from Users report
Currently, a Performance report for Queues show the # of Abandoned calls as a KPI filter however when running a Performance report for Users in a specific queue, the # of Abandoned calls filter is not available and missing.
Customer would like to be able to run a Performance report at the Users level for a specific queue and be able to see the total number of calls vs the total number of abandoned calls.
3 votes -
Synchronized Call logs and Analytics Deletion
When call logs are deleted, analytics reports should be deleted in real-time too.
2 votes -
Request to Include Abandoned and Forwarded Calls in Performance Report
To improve our call monitoring and reporting, I request that you add both abandoned calls and forwarded calls to the performance report. Since we cannot provide call log or admin portal access to everyone, having these details in the report will help relevant team members track call activity and performance without needing direct system access.
5 votes -
Call Routing Map Diagram
We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.
4 votes -
An ability to set up multiple scheduled report deliveries
I have a user who is looking to schedule multiple call reports containing differing parameters to be emailed to separate users. We were able to set up one, but could not find an option to schedule additional reports containing alternative parameters. Put more simply, we are looking to set up multiple scheduled report deliveries so that User X receives a report containing info from parameter set A, and User Y receives a report containing info from parameter set B.
4 votes -
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call handling report which shows callbacks and if the callback was made and how many times a callback was presented to a user/agent and refused. This could be in both live reports and historical reports to share scheduled with managers with regards to staff performance.
1 vote -
Ability to clear stuck contacts in analytics Live Reports
Ability to clear stuck contacts in analytics Live Reports.
There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.3 votes -
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?
10 votes -
Analytics Total Call of each DL
Wants to have an option to filter or see the total numbers of calls for each user direct numbers. If a user a more than 1 number, there should be an option to display the total calls, inbound , missed etc.. per direct number.
1 vote
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