211 results found
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Analytics report for IVR key presses
Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.
39 votes -
An analytics report for specific user extension total handling time right after receiving the phone call and placing the call on hold
Wanted to see truly only the time this
user has been live talking, not any time on hold, transfer, Hold, etc.2 votes -
Remove Clutter from WallBoard
Why have a wall board mode if you're going to keep those silly warnings and license status download buttons. Please remove these to make it a true wallboard.
2 votes -
Track Manager usage of Call Monitoring and Call Recording
It would be helpful to know how much time or how many times a manager is spending monitoring and listening to recorded calls to ensure they are providing feedback to the team members. This would be very helpful Thank you.
2 votes -
Call Log Information for RingGroup
Calls that were connected to an extension with RingGroup set don't provide details on the extensions being connected, who was able to answer or miss the phone call
1 vote -
Report on users time in queue
As an agency with multiple programs and queues, we need to be able to see when our staff are in the call queue and when they aren't easily, without having to go through the audit trail. We would love to be able to generate a report on each user and when they sign in and out of queue and the total duration they were in queue for the day.
7 votes -
Call Logs Reports Account Identifier
Please include to the call logs email report the account where that specific report/email was sent from, espcially if they are handling multiple accounts and receiving email from the call logs reports daily so they easy know which account call report they recieved.
7 votes -
A report that shows the daily call trends by the hour for an entire month.
My call center manager wants to see monthly trends by hour to help him with staffing.
6 votes -
Include a way to analyze Common Area phone activity
We have many 3rd party conferencing systems set up to register to RingCentral for telephony. Without analytics for these phones appearing in Ringcentral, I cannot even tell how much they are being used without manually pulling reports from each individual device.
7 votes -
Offer business hours selection for recurring reports in analytics.
Currently only 24 hour period for recurring reports (yesterday, last 7 days, etc.). Need ability to choose business hours for recurring reports. Example - Reports need to show activity during business hours, not the calls after hours when no one available. This increases the missed calls and abandoned calls for the queue and is not accurate for business hours activity.
20 votes -
Analytics to report on average calls per hour
We have an area that receives calls that are handled through a Call Queue. The manager of the area wants to look at average call volumes to manage appropriate staffing. So, they want to look back over a period of weeks (e.g. last 12 weeks) and see the average calls by weekday and time. (Sundays at 9 AM, 10 AM, 11 AM... Mondays at 9 AM, 10 AM, etc.) All of the analytics available make this unique by date, but we want to look at the AVERAGE over 12 weeks of Sundays at 9 AM. That will result in better…
2 votes -
Please add Outbound KPI on call queue under Performance Reports
Users have outbound KPI while Queues does not. Please add outbound KPI as well for Queue under performance reports.
5 votes -
QOS and call logs for CX1 to RC connections
Currently, our CX1 agents take all call on RC endpoints (RC softphone, or RC provisioned Polycom phones) via CX1 Station ID's. Unfortunately, RC call logs aren't recording these connections at all. Also, we can not get any QOS data on these calls. We would REALLY like to have QOS work on these extensions, and we'd love to see how often agents reconnect to thier agent legs.
3 votes -
Analytics report for specific user extension total handling time right after receiving the phone call and placing the call on hold
Wanted to see truly only the time thisuser has been live talking, not any time on hold, transfer, Hold, etc.
1 vote -
Performance report for 12 months (YTD)
Hello Ringcentral Team,we would like to submit a request to implement a report on calls received YTD.This data is crucial for our call center.Thank you!
16 votes -
Conference call roster of participants
provide under analytics the ability to print a report of all phone numbers that called in and participated on a conference call.
6 votes -
RingCentral for Salesforce | Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/...
...answered the call.. Ability to log the call queue call as 1 log, as opposed to having it log per call queue members who missed/answered the call.The CTI interaction with call queues is that calls will log the calls for all users who's softphone/phone rang despite them not answering the call. This is especially prevalent for those who use the 'Auto log' feature in the RingCentral CTI within Salesforce
1 vote -
Option for the admin to view who disconnected the call
This process is available with RingCentral support.We currently have the option to check who if ended the call.It would be great if an Admin can have the same visibility, so they can easily identify if the call was disconnected from agent (their end) or customer ends.
5 votes -
Need Unique inbound call analytics on the analytics graphs
It would be nice to have a column showing how many unique inbound calls came in on a call que and answered by a user.
4 votes -
Adjust parameters on what is considered an Abandoned Call
Be able to adjust the Abandoned call conditions to more properly reflect what our company considers an abandoned call. For example, if a client calls in and hangs up, that doesn't not count as abandoned. Another would be based on time, like a client calls in and disconnects after only 20 seconds. Or at least create a category in Analytics that lets us see how many calls disconnect on the Client's end.
5 votes
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