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946 results found

  1. Report associating IVR data with transferring agent for post-call surveys

    Requesting a feature that would allow us to associate IVR survey data with the agent who transferred the call to the IVR post-call survey. This enhancement would involve including a new field that captures and displays the name of the transferring agent alongside the corresponding IVR survey results.

    9 votes
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  2. Report only for users with digital license

    Please have the capability to generate a call/performance report in Analytics only for those with digital licenses (RingEX users). Right now, we have to manually select the extensions for separation.

    2 votes
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  3. Analytics should have the option to select multiple dates.

    Ability to select multiple dates when creating reports.

    2 votes
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  4. Feature Request: Auto-Add Queue Members to Performance Analytics Reports & Subscriptions

    Hi Team,

    I’d like to request a feature enhancement for RingCentral Performance Analytics Reporting & Subscriptions to improve usability and ensure accurate reporting.

    Current Challenge:
    • At present, when new members are added to a Queue, they are not automatically included in Performance Analytics Reports and Subscriptions. Instead, users must manually filter and add new members to each report and subscription. This manual process introduces the risk of omission, leading to incomplete analytics, reporting inconsistencies, and missing scheduled reports.

    Proposed Solution:
    • Implement a functionality where any user added to a Queue is automatically included in Performance Analytics Reports and…

    3 votes
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  5. Option to filter working days across an entire month

    Performance Report - Analytics Portal Enhancement Request

    Request to add an option to filter working days only for a selected month. The feature should allow users to retrieve call data specifically during the company's business hours.

    Currently, the "Last Work Week" option only provides data for the previous week, but there is no option to filter working days across an entire month. This enhancement would improve reporting accuracy by ensuring that only relevant business-day data is included in the analysis.

    3 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  6. Persist KPI Filter Settings Across Analytics Sections

    When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.

    Current Behavior:

    Users adjust the KPI filter in the Performance Report.

    Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.

    This requires users to reconfigure their KPI settings repeatedly when switching between sections.

    Requested Enhancement:

    …

    2 votes
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  7. provide unavailable time for each rep

    Provide unavailable times for each rep so we can see how long they have been unavailable or at a Do not disturb stage

    3 votes
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  8. Analytics Report

    how to create a unique report

    I would like to pull a report by agent by week for # of dials
    please provide directions on how to

    1 vote
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  9. Performance Report for Business Hours by week

    we should be able to run performance reports by the week or by the month that "exclude" calls outside of business hours so you can truly report on calls that are received and handled within normal business hours vs all hours of the day. You can do this one day at a time but when trying to compile data over period of time, week, month quarter etc, would be nice to filter to include only calls received between this hour to that hour

    8 votes
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  10. Analytics alert when the number of calls exceed threshold

    looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    6 votes
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  11. Analytics regarding Text Messaging/SMS

    We need an analytics report for SMS messaging

    24 votes
    4 comments  ·  Live Reports  ·  Admin →
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  12. Report that shows which platform was used by the user

    We need a report that will show the user's log-in and log-out time in the RingCentral app.

    Please have it so that desk top and mobile app will have a separate report.

    2 votes
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  13. Call Logs Extended Info

    1 vote
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  14. How long has the member of a queue been 'Available'?

    In Live Reports, we would like the ability to see the amount of time (hours:minutes) that the member of a queue is set to "Available" throughout the day.

    27 votes
    0 comments  ·  Live Reports  ·  Admin →
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  15. reporting to show who is the manager of all call queues

    The customer would like to be able to generate a report showing who the manager of each call queue is.

    5 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  16. SMS logs download per user

    To have the option for downloading SMS logs per user extension

    2 votes
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  17. Lock Ringtone Volume for Polycom

    Looking for an ability to have the option to Lock the RingTone Volume for any Desk phone devices (Polycom) so that other users cannot adjust the volume

    e.g : The manager one of our stores is hoping to see if we can set the Ringtone volumes of the desk phones so users can't turn them down or off. Thanks

    3 votes
    New  ·  0 comments  ·  Rooms & Devices  ·  Admin →
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  18. Ability of the system to schedule a report to download company contacts attached to the numbers in use

    We have the need for a report of our contacts / numbers in use to post for staff to use for reference as not all of them have the app or their own number. I'm looking for a way to schedule a report so that I doesn't have to be manually ran.

    2 votes
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  19. TCR Audits

    We should have the capability to view logs of who is making changes to our TCR. We currently can't see who is making changes. This is a security flaw in this system.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  20. Ability to search for a call by number - either incoming or outgoing

    When a client states "I tried to call but no one answered" I would like to be able to search for their number to see that they actually called our number.

    16 votes
    1 comment  ·  Accessibility  ·  Admin →
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