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  1. I would love to see a Dropped Call / Contact End Reason Report so if patients or customers complain of a disconnected call we can find out what happened.

    3 votes

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  2. Separate refused calls to direct line versus refused calls coming from a queue/IVR pipeline on the reportAny API integration calls should have a separate description to filter call queues versus calls coming from an integrationInclude refused call details on logs when extracting reports

    3 votes

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  3. When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy

    7 votes

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  4. It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    18 votes

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  5. Please add a column on a report and allowing the user access to information they have access to at the Queue level. Why not the user level as well so we can see all the itemized calls and their handle time. We need this to track productivity for our users.

    2 votes

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  6. In simple call logs, Analytics-Performance Reports and Analytics-QoS-Call logs, call start times are only given in hh:mm.

    3 votes

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  7. 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.

    6 votes

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  8. instead of filtering it daily, have a breakdown if specific date range is selected as filter to reflect the kpi

    2 votes

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  9. 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

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  10. This will help us to understand the use cases of how our teams are using RingCentral messenger for collaboration. Are they still doing the vast majority of lengthy messages in Email, or are we seeing a transition to MVP?

    1 vote

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  11. We recently rolled out Live Reports for some of our call queues and we love it! One feature that would make it even better is if we knew whose phone was about to ring. We would love to see a widget on the live report that displayed the next 3-5 people whose phones were about to ring and the order in which they would ring. This would be helpful for training new call center agents, or just letting existing agents know when they've got time to re-fill their coffee mug.

    21 votes

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  12. We have a report showing how many missed calls happened in a set time period. I'd like to identify how many unique customers this likely was. If we know that the same number called 8 times in five minutes and we couldn't answer that was one missed customer. If we had 8 different numbers missed in five minutes we've missed eight customers. It would be helpful to identify that.

    8 votes

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  13. I want to know what time our employees is logging in want to have a way to know the exact time when they logged in to there apps

    4 votes

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  14. 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.

    1 vote

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  15. Grant access to super admins to view active subscriptions for our end users Essential.

    4 votes

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  16. 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.

    2 votes

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  17. This would give more accurate reporting for how many calls are made and how much time is spent on calls by employees, regardless of whether they're video or voice only calls.

    1 vote

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  18. Current functionality:The "Name" checkbox to include all users in the Users/Groups/Depts/IVRs/Queues filter seems to be setting the filter value to a static list of all current users. If I had saved a report yesterday that included all users, and we onboarded a few new team members today (including having them added to the phone system), the saved report does not include those incoming users. Instead, the filter maintains the static list that was set based on yesterday's users.The new users show up in the filter now, but I must manually add them to the list of included users either by…

    3 votes

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  19. Admins should be able to select multiple queues when looking at Users under Performance reports.

    3 votes

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  20. Creating a data comparison of monthly KPIs all in one spreadsheet.Please see attached.

    6 votes

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