1330 results found
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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 -
Shared contacts
Hello Team,
I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.
Request:
Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.Background:
The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.…
38 votes -
Reporting and Analytics
ability to see what the user selects when transferring a call: Ask first, transfer, or voicemail.
9 votes -
Restrict Team/Group Creation Permissions in RingCentral Messaging
Summary
Customers are requesting the administrative capability to restrict standard users from creating new teams, groups, or group chats within RingCentral Messaging. The primary goal is to maintain a professional environment and prevent members from creating unauthorized channels to discuss non-work-related matters.Problem Statement / Business Use Case
Currently, any user within an organization can create teams or group chats without administrative oversight. This presents several challenges for business management:Non-Work-Related Distractions: Without restrictions, members frequently create casual, social, or non-work-related groups that distract from daily operations and impact productivity.
Lack of Content Control: Administrators cannot easily monitor or govern…
3 votes -
Report with all numbers on the account along with the call forwarding information
It would be beneficial to download a list or report with all the numbers on the account along with the call forwarding information per number
Example: If the phone number (215) xxx-xxxx, is forwarding calls to (239) xxx xxxx, we would like to be able to see that information in the report.
4 votes -
Sync Real-Time Dashboard Edits After Sharing
Currently, when Real-Time dashboards are shared with other users, a duplicate dashboard is created in their account instead of everyone accessing the same dashboard. Edits can only be pushed to shared users by re-sharing the dashboard every time a change is made. This process is tedious and time-consuming.
There should be a way to sync Real-Time Dashboards with other users after editing, without needing to share them again. The absence of this functionality results in teams viewing inconsistent dashboards or necessitates additional manual effort to re-share and inform the team about the updated dashboard.
40 votes -
Performance Reports - SLA calculation
Issue:
Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.
When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.
Business impact:
Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.
Managers may interpret the 0%…
3 votes -
Enable Callback KPI in the Business Analytics
Enable Callbacks KPI in Business analytics and/or Performance Reports for call queues.
How many inbound calls have registered to the callback feature
How many were successful
How many were abandoned or unsuccessful
See duplicates callback from the same number10 votes -
Track Transferred Calls in Analytics
We've created a call queue called "Overflow" that is used whenever no employees are available to answer calls on our main line. This queue includes multiple teams, ensuring that someone is always available to answer the call and take a message.
The issue is that, in our analytics, calls transferred from the main line to the Overflow queue are recorded as missed calls on the main line, even though they were successfully answered by someone in the Overflow queue. This makes our missed call statistics inaccurate.
It would be very helpful to have an analytics feature that tracks calls transferred…
3 votes -
Option in Admin portal to sort Outgoing Fax from Busy, Sent and Unknown
There should be an option in the Admin portal to sort outgoing faxes by Busy, Sent, and Unknown. It would be more efficient to have this option available before downloading the logs to easily identify the faxes that were successfully sent
8 votes -
bye
It would be great if reporting indicated which side sends the BYE in a call. It would be very useful in troubleshooting users' problem calls. This information should be able to be pulled from the SBC.
35 votes -
Phone Number-Level Call Duration Report in RingEX Analytics
To be able to generate a report showing call activity (inbounnd and outbound) and call duration for all phone numbers, with the ability to filter the results by department and a specified date/time range.
2 votes -
reverse caller id lookup
When someone dials my RingCentral number, it should provided/perform real-time reverse lookups for numbers typed into the keypad, so the caller ID name of my company shows up on the person's phone who is trying tio dial my company's number
2 votes -
ability to show RingEX live dashboards on a kiosk device via a shared URL
ability to show RingEX live dashboards on a kiosk device via a shared URL
3 votes -
Remove ability to Unsubscribe from Performance Reports Subscriptions
Users are currently able to unsubscribe from Performance Report emails using the unsubscribe link included in the reports. This option should be removed to prevent users from unsubscribing from these reports.
4 votes -
Ability to view what specific activity of users
Ability to view what specific feature the user or any member in the account is currently checking, like what subscriptions, reporting, or any part of the account. How often do they look at the reports and see how many scheduled reports are from the whole account?
5 votes
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