1284 results found
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KPI for calls transferred externally
We need a report or KPI that shows the number of calls that are being transferred externally as a result of hold time or because they chose an option that transfers to an external number
2 votes -
session id
I have been informed that Business Analytics is replacing Performance Reports. Call logs are available in Business Analytics but they do not include the session id of a call like Performance Reports do. Please include session IDs in the call logs of Business Analytics.
Session IDs help me group calls together but those are also valuable pieces of information that I can provide to Support when I have to submit a support case.
11 votes -
QoS for VIDEO is no longer drilling down correctly
Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.
The Problem
When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.Steps to Reproduce
Log in to the Analytics Portal as an…17 votes -
Reports
The Overview widget is currently displaying a limited number of items (top 100 only). As a result, it takes a significant amount of time for users to review and compare the performance and quality scores (Average/Good/Bad) of their sites.
The end goal is the information from the widget, would like to increase the amount of items to at least 500 or alternative way to pull that same information entirely.
4 votes -
Need AI Notes not being tracked
We notice that the Audi trail will not track if the AI Notes are enabled. THanks
2 votes -
Performance report showing monitored calls by user
Performance report showing monitored calls by user - should be listed as a KPI
4 votes -
Custom Role - Phone Number Breakout
Currently custom roles only facilitate 'Company Number' access at a high level. For multi tenated customers utilizing Role Domains this becomes an issue, exacerbated with the introduction of Number Storage in the international space.
Suggesting that Roles provide a more granular Allow/Disallow logic relational to Phone Numbers. The granular state should encompass below:
- Phone Numbers (in likeness to present state)
- Number Inventory
- Number Storage
This will allow users to have a role domain associated which keeps multi site admins segregated to their responsible sites in a desirable fashion.
14 votes -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
Quality of Service Calls - Search By Number
The ability to filter Quality of Service Calls by ANI or DNIS. Currently, we can only filter by Name or Extension. The ability to filter that section by an external number would make it easier for customers to find a specific call and review QOS, Device, Site, and other factors related to the call. Currently, QOS in Analytics is the only location to view certain topics related to calls, such as device and site. So being able to better filter the list of calls would speed up customers' ability to use QOS effectively.
8 votes -
Split Email Notification Logic for Personal vs. Shared/Call Queue Voicemails
Currently, when a user is assigned a shared voicemail box (such as a Call Queue voicemail), the system processes these alerts under the user's primary voicemail notification policy. If a user turns off notifications at the Call Queue level but keeps them on for their personal profile, they continue to receive emails for the Call Queue.
Users cannot opt-out of high-volume shared queue alerts without completely disabling alerts for their own direct business lines.
2 votes -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
Remove users from saved report that have been moved to another call queue
Ability to remove users from saved Performance Reports that have been moved to another Call Queue
19 votes -
6 votes
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Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes -
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal that displays the total number of voicemails, the count listened to and resolved, and the average response time on how quickly team members are listening to and resolving voicemails.
6 votes -
Add "Language Detected" Metric for AI Receptionist in Analytics
While the AI Receptionist seamlessly handles multilingual calls (like Spanish), analytics.ringcentral.com currently lacks a way to report on this data. We need a "Language Detected" metric, column, and filter added to the Analytics portal. Currently, administrators have to manually read transcripts or build dummy routing queues just to track language volume. Exposing this data directly in the analytics dashboard will allow businesses to easily track customer demographics, optimize bilingual staffing decisions, and measure the true usage of the AI's multilingual capabilities.
3 votes -
Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
Details of Refused calls in Analytics report
Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.
39 votes
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