47 results found
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Viewing metrics per day when looking at a specific time period, rather than summed or averaged
When I want to look at the call metrics for as individual or team over a specific period of time, the numbers are aggregated. I want to see what each person's metrics are each day. I want to see how many inbound and outbound calls (or any other metrics I choose) they made on each specific day. That will be more informative to me than the way it is currently set up. For example, if I look up an individual's numbers for the last week, it will only give me the total number of inbound calls and outbound calls and…
1 vote -
Downloading Peformance Reports - Hourly
You can view the call volume, by hour, for a 24 hour period... or a 7 day period...but you can't download that data. You should be able to.
2 votes -
Selecting specific time & date
In Performance Report, if you choose Today and then pick a specific "Time From", the "Today" selection will move to "Custom Range" and the date will not change dynamically the following day.
1 vote -
Allow Super Admin Users to Manage What Counts as an Abandoned Call
Right now administrators do not have a way to change what inbound call parameters will count as an Abandoned call. When running reports, this can be misleading when, for instance, a caller that left a voicemail would not be counted as "abandoned" in the company metrics.
46 votes -
Add Call Phases to download report
Seeking to identify call phases (ex. Ring time / Hold time etc) for each individual call / user
2 votes -
I need to have real time performance reports
I need to have real time performance reports like the one available with live reports
2 votes -
Removing days from a report
my team forgot to set the out of office VM and now our monthly numbers are off by a high abandon # and abandon %. Now they have to tally up agents data by adding 2 reports manually. It would be nice to add a feature that allows you to correct this error and lets you view it all under 1 report.
1 vote -
User self performance reports
This feature would be to allow users access to their own performance reports and no other users` performance reports. This would allow normal users to be able to access just their own performance reports.
1 vote -
In Analytics>Performance Reports, the primary filters (upper row) should work together to generate reports.
Currently, if you select specific queues, specific users, etc. and rung the report, when you view the data for the users selected, the queue filter isn't functioning. The report delivers all queue and non-queue results.
1 vote -
Filter non-business hours out of RingCentral Analytics Portal reports
It would be very useful if you could filter non-business hours out of the Analytics reports. For instance, I would like to know how many calls are abandoned, but only during 9-5 business hours.
11 votes -
Performance Reports Line Graph
It would be better to include the line graph from the performance reports when downloading/exporting the report via pdf file
6 votes -
Average abandon rate for a queue in Analytics Performance Reporting
This would be useful to determine how quickly the callers are abandoning the call. Are they leaving in less than the established threshold? This historical data would provide some much needed insight that would assist in making adjustments as needed to better serve our customers and see and understand trends.
2 votes -
Add additional tab to compute automatically the average wait time under performance reports
For the customer not to download manually the average wait time for all calls. System needs to have an automated version to compute the average wait time for all calls.
3 votes -
have a breakdown on a report if selected filter involves multiple days
instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi
2 votes -
Idea for Performance report
On the performance report it would be helpful to have the VM/Missed separated from the Missed calls. Currently we are going through the call log manually to separate them out. We have to keep track of how many calls ring through and make it to voicemail so having those set completely from missed calls that just hang up before VM would be great.
3 votes -
Analytics: Select Multiple Queues
Admins should be able to select multiple queues when looking at Users under Performance reports.
4 votes -
Create a month to month performance report dashboard
Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.
7 votes -
Reporting for managers
It would be awesome to give managers access to see their team's call volume instead of them asking IT for it all the time.
1 vote -
Be able to set Total Talk Time as a set field For User
It would save me a lot of time from having to select this field many times throughout the day. Thanks!
2 votes -
Selection for last work month report
Our call center is not opened on weekends and we find the "last workweek" report helpful to eliminate the weekend dates from messing with our average calls per day. It would be even better if you added Last Work Month also removing weekends.
3 votes
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