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211 results found

  1. The ability to check performance reports of all call queues even though you're not assigned as manager to it

    4 votes

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  2. The ability to pull a report on when they log on and off for comparison with work time. This should be a standard available report to help in managing the productivity of our agents.

    4 votes

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  3. Trying to figure out how many calls a rep was offered and how many were taken on an intraday basis to tighten feedback loop

    2 votes

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  4. Rooms and Devices Status changes every 15 minutes.It will add the number of devices offline every 15 minutes for 24 hours.Please check it on Reports > Analytics > Rooms and Devices > Devices

    2 votes

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  5. Omni Hotels is requesting an enhancement to the Digital Reporting for DFO in RCCC to include Date/Timestamp of when a DFO Case is closed. This is not available in the current available reporting.

    2 votes

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  6. The customer wants other super admin extensions to be able to edit/change the saved dashboard that he shared with them.

    2 votes

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  7. Hello,Recently a customer noticed that the Analytics portal GUI offers the ability to see the call destination of an Inbound call (see example screenshot). Our customer would like to see this destination show in the report (excel) that is available to download from this GUI.

    19 votes

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  8. Can you please add an analytics report column/category for total # of actual/TRUE calls made that doesnt include missed, hang ups, disconnected, no answer, or wrong number? Managing a call center this would be extremely helpful when pushing agents to exceed daily minimum calls/talk time requirements?

    4 votes

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  9. Total talk time is not an option to table Widget of Business Analytics. Ability to have total calls and total talk time for columns when creating table widget in business analytics.

    3 votes

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  10. I like the dashboards though a little more documentation is needed to get the most out of them. My idea: ability to adjust the position of the widgets to move what is most important to the top of the dashboard

    4 votes

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  11. There discrepancy between performance reports queue and users queue
    There are some that is matching on for the answered calls and the total calls if we add the number of transfer but there are some that the number of the answered calls versus the number on the total calls under the user on the same queue is less.
    If we have a visibility to see the reason of the answered calls vs the total calls on the call queue user tab on analytics it will be beneficial for the customers that is managing the calls that is going to the…

    5 votes

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  12. To add specific reports for email to fax. This will help to see the number of outgoing faxes that were using email to fax feature.

    2 votes

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  13. Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.

    4 votes

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  14. Saved Performance reports and Subscriptions can only be accessed by the user who created them. It would be great if all other super admins in your organization would be able to access and manage these reports and subscriptions in the Analytics portal.

    15 votes

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  15. Can you please disable session timeouts on our account? We need to keep Live Reports active for a office screen. After a few hours (maybe 24) the address https://analytics.ringcentral.com/ goes to the authorize screen. I currently have session time maxed to 24 hours. Please help otherwise our Live Reports license is useless to us and its not cheap.

    3 votes

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  16. When filtering the date to "yesterday", the system will default the time from 12AM to 11:59PM. And when we try to change the time, the system will then filter it together with the date.What we need is to have a default filter of "Yesterday" with the option to change the time that would be covered without the system specifying it to yesterday's date so it can be reused for other days.

    2 votes

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  17. Many customers would enjoy this type of report. We are looking for a report that shows the main number of our ring group and the 2 DID numbers associated with the Ring Group in a standard .csv format.I was advised that since the main number has a custom rule that says when X number is dialed to follow Y path to the ring group where you have the office and deli phones set to ring both. Our reporting is restricted and cannot identify the custom rule call path to identify the extensions that are being connected to. I would encourage…

    2 votes

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  18. When the customer downloads the audit trail via the portal, the date format appears as Month/Day/Year. However, the customer prefers it to be in the Australian format, which is Day/Month/Year. Interestingly, the audit trail displays the correct Australian date format while viewing it, but the format changes when downloaded.

    2 votes

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  19. We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.

    2 votes

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  20. need to assign 3 numbers to 1 user extension so they can make/receive calls using 1 extension depending who's assign to take in call per day

    1 vote

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