308 results found
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Tag or Mark Calls to be reviewed in the future
It would be very beneficial to be able to mark a call you have taken or are currently on as a Potential Client, Current Client, Or Neither. At the end of the month it would be easy to gather the statistics of who our primary callers are and what their intention for calling us is.
1 vote -
Define our set SLA definitions on reports
Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.
6 votes -
create a report option to show a time stamp of when a tech queues in and out
this will allow me to see what time they queued out and make sure it matches up with tickets or question why they were not queued in if they were not actively working a ticket.
3 votes -
Measure of occupancy as a percentage
When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy
7 votes -
Outbound Handle Time for users in the Performance Report.
Please add a column on a report and allowing the user access to information they have access to at the Queue level. Why not the user level as well so we can see all the itemized calls and their handle time. We need this to track productivity for our users.
2 votes -
RingCentral Analytics to show words per message
This will help us to understand the use cases of how our teams are using RingCentral messenger for collaboration. Are they still doing the vast majority of lengthy messages in Email, or are we seeing a transition to MVP?
1 vote -
Add a "Who's On Deck" widget to Live Reports
We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.
21 votes -
Report to identify how many unique callers were answered or missed in a day.
We have a report showing how many missed calls happened in a set time period. I'd like to identify how many unique customers this likely was. If we know that the same number called 8 times in five minutes and we couldn't answer that was one missed customer. If we had 8 different numbers missed in five minutes we've missed eight customers. It would be helpful to identify that.
8 votes -
Exact time when the users login to the App
I want to know what time our employees is logging in want to have a way to know the exact time when they logged in to there apps
4 votes -
Add Option to Include Video Calls with Voice Call Performance Reports
This would give more accurate reporting for how many calls are made and how much time is spent on calls by employees, regardless of whether they're video or voice only calls.
1 vote -
Would like to have a way to check how many calls we receive on phone number assigned to IVR Menu.
Would like to have a way to check how many calls we receive on phone number assigned to IVR Menu in your Analytics Portal. Where the calls are being routed and on what key presses caller did press.
3 votes -
Live Reports Call Volume Time Period
We only want to see the missed calls information when we're on business hours. However, since our hours each day aren't always the same, it would be a great help if there was a way to set the hours daily to different time periods.As it is, there is only one option for the duration of when it starts/stops, but while it would normally be fine as most companies have set hours during the week, there are also some companies like us that have different hours.Ex:) Mon: 8am-5pm Tue: 10am-6mThanks for the consideration.
1 vote -
For Analytics portal to reflect actual call details that are affected for each KPI it is applied to
Not enough details in Analytics Portal. For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log to identify if Agent was set to Take all calls at the time that the call came in. Another instance is that while there is a KPI of Abandoned Hold, it does not show which call it is, to make it easier to track and listen to, should recording exist.
2 votes -
Add Additional Filters to Analytics Performance Reports
Example:Extension 999707 "Florida Forward" is set as Key-Press option #1 at two sites:103-Austin104-DallasWe need to be able to see how many times key-press 1 (ext 999707) is hit from EACH site. When looking at the performance report in analytics for the 999707 extension, we can see the calls to the extension that originate from both sites, however, we cannot filter the data based on the site in which the call originated.Currently, the only way to gather this data is to expand each call and manually record the originating site....Solution:Add a filter that allows for the filtering of calls based on…
4 votes -
Show contact name not just number on outgoing calls in Analytics/Performance Reports
We need to analyse incoming and outgoing calls from clients to see who is and who is not contacting us. The number alone is no use.
1 vote -
Call Log for Conference Calls (Voice and Video)
Audit tracking of who connected to audio or video conference call
7 votes -
Agent Details
I don't understand why the Agent details in Live Reports is ONLY accessible for that day. There needs to be an option to get a detailed report in that format with how many calls each agent took for each queue after that day without having to manually calculate myself.
2 votes -
A report to show how many incoming calls per individual phone line per time period
Many companies use individual phone lines to track calls from different forms of advertising or different ad campaigns. Currently, there is not an easy way to see the number of calls per individual phone line for a particular time period. My company spends a lot of money for different advertising and a report like this would allow us to determine the effectiveness of the ad. Ringcentral had this reporting several years ago before the system was changed.
2 votes -
Start/Stop Voice Call Record Time Logs Details
In OnDemand enabled user is able to start/stop the voice recording. In our process based upon customer request, the user can stop the recording for some time and again start the recording. We need the logs, what time the call got started recording and stop recording.
1 vote -
Analytics Report to display number of calls of phone numbers on the account
Customer would like to have a report of how many inbound and outbound calls were made to and from each phone number on the account. The report should also have the ability to be emailed on a schedule (daily/weekly/monthly).
9 votes
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