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439 results found

  1. 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?

    9 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  2. Individual Call Lifecycle

    We would like to see a report that displays the full lifecycle of an call. The report would be filtered on uuid, and would show a granular trace of the call from the time it leaves the IVR and the hops/routing of who it is presented to, to the appropriate team/team member. If the call is presented and not answered, who the call is routed to next, at which point SLAs are not met, the time each call spends in each step/hop of the process, up to the point the call is abandoned or completed. Essentially all steps of the…

    17 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  3. RCX | Exporting reports with OB caller ID

    "manual outbound caller id" be added as a selectable field/filter in reports for RingCX.

    2 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  4. Add bulk phone number in the custom rule from auto receptionist

    customer wants to add a lot of number in bulk from their custom rule in their auto receptionist.

    3 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S

    When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).

    11 votes
    New  ·  4 comments  ·  Live Reports  ·  Admin →
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  6. Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX

    If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.

    2 votes
    New  ·  1 comment  ·  Accessibility  ·  Admin →
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  7. I would like to be able to see the total time a user is toggled on to accept calls

    I would like to be able to see the total time a user is toggled on to accept calls

    62 votes
    New  ·  3 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  8. company directory with DIDs that can be downloaded or exported

    Have a company directory that can be downloaded or exported

    5 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  9. Report for Users Login, Usage and Activity on RingCentral app

    Requesting to have a settings to run and export a report for user login, usage and activities on their RingCentral app.

    16 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
    How important is this to you?

  10. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

    Performance Report: Missed call should not be tagged on call queue as missed if picked up by a member on another call queue.

    4 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  11. RCX Fields

    Overall we would like any field that is a date or time field to exist not as a text field but an actual date/time that has options to edit format. Default is that fields should be DD/MM/YY HH:MM and then allow people to choose to just show time, just show date or even show "Thursday April 10th 10:53AM PST" as you would be able to in most other modern business reporting tools.

    The other main item was the double quotes when exporting to csv. No other tool we work with acts that way and requires cleanup.

    Metric: Interaction Start Quarter…

    4 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  12. Total numbers of direct calls and transferred calls to an extension

    Having transferred calls and direct calls filter/KPI would be helpful.

    4 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  13. Analytics - Call recordings for Non-RingCX users

    Please include call recordings in analytics - performance report for Non-RingCX users

    4 votes
    New  ·  2 comments  ·  Live Reports  ·  Admin →
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  14. Ability to access the call recordings through RingEX Analytics

    Currently, we access the call log to listen to previous calls, but we've noticed that these call logs don’t appear to carry over to the Analytics tab. We would ideally like to have the recordings accessible via analytics.

    4 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  15. Modify the text in the subscription email

    The email generated for report subscriptions contains text that cant be amended. It would be better if we could update this text for each subscription.

    2 votes
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  16. historical dashboard

    On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. Email alerts from https://status.cloudoffice.avaya.com/ or https://status.ringcentral.com/

    There was a recent big outage that affect both Avaya Cloud Office and RingCentral customers. In that outage a lot of calls had to be fielded that were reporting the same issues. The above links show us the status of the service upon visiting, but it would also be nice to be alerted in close to real-time or real-time of those types of service disruptions for either platform via an email. As a business partner this would be nice to know so as to alert our customers of the outage in advance prior to them having to call in and…

    8 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  18. Alert Ownership

    Allow Alert ownership to be transferable to another extension or Super Admin extension.

    17 votes
    New  ·  0 comments  ·  Alerts  ·  Admin →
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  19. report that will show whenever the queue member is available or on DND aside from audit trail

    report that will show whenever the queue member is available or on DND aside from audit trail

    2 votes
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?

  20. Adoption & Usage - Is there a way to track a device - phone being in use beyond 6 months

    Is there a way to track devices that were in use over 6 MONTHS?

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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