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1057 results found

  1. Use Nomadic 911 For Location Information

    Have the analytics tool pull location information from nomadic 911 IP location data. That way the information doesn't need to be loaded into both 911 and analytics.

    6 votes
    0 comments  ·  Other  ·  Admin →
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  2. More options for how Quality of Service reports are calculated.

    Be able to identify and report calls based on other metrics such as Minimum call quality or maximum length of "Good" call quality. Right now a call is considered "Good" if it disconnects and reconnects every two minutes.

    2 votes
    New  ·  0 comments  ·  QOS  ·  Admin →
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  3. Adding "Missed call without VM" Option on the Business Analytics Dashboard

    I noticed that there is an option on the analytics page wherein there is a count and percentage of Missed calls but it's only with voicemails, I'd like to have a metric that includes missed calls for those that didn't leave a voicemail or "Refused calls", especially for those inbound calls.

    7 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  4. Being able to call out to +590 Destination _ BT Accounts

    Being able to call out to +590 Destination _ BT Accounts

    Description: To be able to call out to +590 destinations ( Saint Barthelemy ) French Teritory

    Current Behavior: The country code isn't included in the portal under French Teritories. Just French Guiana & French Polynesia
    On the session log, its says " Rate not defined "

    Portal > Billing > Calling Rates > International > French

    1 vote
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  5. The ability to download the mapping on Performance Reports

    Currently the mapping is only visible for individual calls on the Performance Reports. When you download the report the mapping does not show. It would help if admins had the ability to expand the data as you can in the call log to see the actual path of each call in one downloaded report to share with management.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  6. drill down on a report for accurate missed calls on call queue

    When running the KPI for abandoned and refused calls, there is no option to drill down to see which extensions it is tagged from

    5 votes
    0 comments  ·  Other  ·  Admin →
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  7. More Labels to Calls

    Currently, when a call shows DROP it means the Agent hung up the call but when the call suddenly drops it is still labeled as DROP. These need to be labeled differently.

    1 vote
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  8. Have an option to change the availability status, and log in on there account.

    Be able to change the status of the Extension on there RingCentral app
    customer also request to have an button to have an option to log on the application of the other extension.

    1 vote
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  9. KPI in Analytics for total outbound calls using the main company number

    I'm unable to calculate the outbound calls made from these company line caller IDs in the KPI section of business analytics

    5 votes
    1 comment  ·  Other  ·  Admin →
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  10. Call queue: Able to show the total calls and total answered calls of the call queue members within 30 secs excluding abandoned call

    The customer needs the total number of calls that were answered by their call queue members within 30 seconds for their SLA excluding abandoned calls. Under the Performace report > call queue, no option to filter a KPI for SLA for the call queue members who answered a call within 30 seconds.

    5 votes
    0 comments  ·  Other  ·  Admin →
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  11. Support Monitored Calls in Business Analytics

    When a call has been monitored, the call is no longer showing in Business Analytics.

    4 votes
    0 comments  ·  LOB  ·  Admin →
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  12. Mulit-Select filter in Performance Analytics

    In the Performace reports, under "calls" you have the ability to multi-select users, however you fail to be able to multi-select, Call Queues or the ability to select a user and a que is one or the other

    1 vote
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  13. users login/logout audit

    How do I get a audit report for
    - login/logout times
    - desktop / mobile app

    9 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  14. Display Phone's MAC Address/Serial Number in Call Logs

    Feature Description: Add the capability to display the MAC address and/or serial number of the phones that receive calls in the call logs, specifically for hotdesking setups. This will enable administrators and support staff to easily identify which physical phone received a call, improving troubleshooting efficiency and system management.

    Use Case
    In hotdesking setups, users frequently move between different physical phones. It becomes challenging to track which device received a call when reviewing call logs. By displaying the MAC address and/or serial number of the receiving phone in the call logs, administrators can:

    Easily identify the physical device: Determine which…

    1 vote
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  15. Warm Transfers counting twice in Reporting

    We have a call center that has their own call queue, a customer calls the Call Center, and they perform a warm transfer to another call queue, to get the customer to a parts guy.
    When looking at the analytics, to see the calls to that parts call queue, the warm transfer to that call queue counts as a call, and the connection of the customer to the part guy counts as a call. We would love to be able to filter out these warm transfers

    1 vote
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  16. User Status Details

    We would like the ability to run a report that would should a detailed breakdown with timestamps and duration of time in status for team members?

    14 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. Routing of customers based on existing database of numbers

    We need the IVR system to check the caller’s number when they press 1. If the number is already in our database, indicating that the caller is an existing customer, the call should be routed to the existing customer team (option 2) instead of being forwarded to the call-answering service.

    1 vote
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  18. Average number of fax sent and receive

    We want to see our average monthly faxesThis might be a good feature on analytics for us to track how many number of faxes we are sending and receiving monthly for our report.

    5 votes
    0 comments  ·  Other  ·  Admin →
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  19. Custom Rule for Call Queue, ability to transfer to other device

    I'd like to know if it's possible to set up a Call Rule that says if a call comes from an extension number then only ring my computer and nothing else.

    2 votes
    0 comments  ·  Accessibility  ·  Admin →
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  20. Agent State log by agent, group of agents

    We'd like to be able run historical reports showing the same info as Download/Agent State Log - but with ability to filter run report using the following criteria :
    date/range of dates
    individual agent ID/list of agent ID's
    call center teams

    3 votes
    0 comments  ·  Live Reports  ·  Admin →
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