57 results found
-
audit trail for who create modify remove dashboard on analytics
Hi Team,I am writting in behalf of Hugofor this feature product update be available in the future
1 vote -
why isnt there any reports to show the length of time when people are unavailable
why isnt there any reports to show the length of time when people are unavailable.Basically, there are loads of areas to show length of call time, on hold, parking etc but nothing to show how long someone has been unavailable for. why? Also can you have the ability to see someone in wrap and someone unavailable differently in the system please, especially inside the live reports section as this would be really helpful
23 votes -
LOB Date Range, Set Days and Time: Allow time parameters for overnight
We run a public transit agency with a dispatch center. We'd like to track calls that come in to a call queue between 8:00 p.m. and 7:59 a.m. by user. Currently, one must set the time from 8 pm to midnight and midnight to 7:59 am in two separate widgets.
1 vote -
Increase Data Retention of Analytics
customers are requesting to increase data retention of analytics report"Our business heavily revolves around call volumes and frequency...if we can't get the data we need, then I'll need to have a discussion with our executive team into looking for a provider that will/can provide basic data for years prior...""how can we accurately forecast against historical data only looking back 6 months?"
33 votes -
Talk time and hold time available in the live reports.
This will help account owners in checking how long the users put the caller on hold during the interaction.
1 vote -
It would be nice to be able to clone/copy alerts to make these easier to set up
I tyhiunk we save system managers time in setting the system up
1 vote -
Duplicate analytics report
it will provide an accurate information about live reports if it's not duplicated
1 vote -
Capturing key press selections when calls are routed to an IVR ( menu system )
When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different key selections for new clients and existing clients, the numbers of calls that selected each menu option would be a good call stat. Hence I would like to request RingCentral to consider this as a new idea. Many thanks!
8 votes -
Power BI Integration
Looking for an easy way to integrate with Power BI in order to streamline call dashboard.
5 votes -
Call progress diagnostics (tracking log of caller keypresses)
Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…
9 votes -
Analytics regarding Text Messaging/SMS
SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.
236 votes -
Total DND time report
On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.. Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.
75 votes -
Ability to Download Qos Reports
Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
74 votes -
SMS Report LOG required.
Daily, weekly and monthly logs of all SMS sent by agents and who they are sent to is required for proper auditing and in order to avoid unwanted activities.
13 votes -
Call Reporting \ Analytics for the Standard User
We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied to the users account so they can only see their call metrics.
4 votes -
Reports on text messages that go outside the company
Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.
4 votes -
IVR Path reporting on standard Analytics
It would be useful if the Ring Central Analytics were to include IVR Path reporting.
24 votes -
IVR Reporting on options
Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.
25 votes -
Text message reporting metrics
We need to be tracking if our team is actually producing at the same level as each other and/or actually sending the texts
3 votes -
Update KPI to show text messages
communicating through the text feature for some is more popular than making a call. So it would be nice to see how often it is being used daily.
2 votes
- Don't see your idea?