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  1. We propose integrating missed calls into the Key Performance Indicators (KPIs) of the Performance Report for Call Queues. Currently, the report lacks visibility on missed calls for Call Queue Group Extension, hindering effective analysis of call queue efficiency. By incorporating missed call data into the report, supervisors can gain comprehensive insights into call queue performance, enabling them to address bottlenecks and optimize resource allocation for enhanced customer service. This addition would empower teams to better manage call traffic and improve overall productivity within the call queue environment.

    26 votes

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    3 comments  ·  Other  ·  Admin →
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  2. looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  3. Customer would appreciate if admin portal has an ability to store data in audit trail for more than 180 days for tracking purposes

    6 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  4. The new billing portal has demonstrated enhancements but I still feel it's lacking in functionality that most business owners would want to see more of.

    • trend management, especially with a contact center instance, I find it difficult to see the invoices over time and compare them month to month. Why isn't there a dashboard that can demonstrate this graphically, leveraging the filters you have there now as toggles?

    • Export/Download, currently this exists on an invoice by invoice basis which is fine; however, I imagine many of us would like the ability to export the billing list as its represented in…

    5 votes

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    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  5. In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    26 votes

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  6. we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    7 votes

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    New  ·  1 comment  ·  Live Reports  ·  Admin →
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  7. 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.

    2 votes

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    New  ·  2 comments  ·  Other  ·  Admin →
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  8. Looking for an ability to have the option to Lock the RingTone Volume for any Desk phone devices (Polycom) so that other users cannot adjust the volume

    e.g : The manager one of our stores is hoping to see if we can set the Ringtone volumes of the desk phones so users can't turn them down or off. Thanks

    3 votes

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    New  ·  0 comments  ·  Rooms & Devices  ·  Admin →
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  9. 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?

    3 votes

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  10. Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…

    3 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  11. The customer would like to be able to generate a report showing who the manager of each call queue is.

    4 votes

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    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  12. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    10 votes

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    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  13. It will be good if we could extend the duration of data retention for call recording so that customers can still download recordings in case we will be needing it.

    13 votes

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  14. Call queue calls routed to play announcement during after hours should not be tagged as abandoned calls

    8 votes

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    New  ·  1 comment  ·  Other  ·  Admin →
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  15. Want to have abandoned calls removed from report - any calls where someone hangs up at 8 sec or less prior to answer

    4 votes

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    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  16. Recording to be added on the spreadsheet for delivery reports.

    2 votes

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    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  17. We need an analytics report for SMS messaging

    18 votes

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  18. Currently there is only the option to schedule reports in Business Analytics with an Excel. Please add option for PDF. It's much easier for our users to open and read on mobile devices.

    70 votes

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    Under Review  ·  3 comments  ·  Other  ·  Admin →
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  19. Ability to add user extension instead of DID in the callers section of custom rule. The customer doesnt use phone# when caller each other internally but only extension number that's why they wich to have an option to add an extension as an option for the "callers" section of custom rule.

    2 votes

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  20. To have the option for downloading SMS logs per user extension

    1 vote

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