1147 results found
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REQUEST KPI MADE FOR AVERAGE WAIT TIME FOR A CALL GROUP AND NUMBER OF CALLS ANSWERED WITHIN 30 SECONDS
We would like the ability to track the average amount of time the callers remained in the queue before their call was answered. Also, it was useful information to know the number of calls answered within 30 seconds.
3 votes -
First and Last Call Time reports
Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.
2 votes -
Analytics: Ability to generate how many calls were forwarded from a queue
The issue at hand revolves around the inaccurate tracking and categorization of forwarded calls from a queue in the analytics system. When calls go unanswered and are subsequently forwarded, they fail to be properly recognized as missed calls within the analytics reporting. Consequently, this discrepancy leads to an underestimation of missed call volume, skewing the data on call activity and hindering the ability to gauge call handling efficiency accurately. This oversight presents a significant challenge in obtaining a comprehensive understanding of customer interaction and service performance metrics. Addressing this issue is crucial for refining operational processes and ensuring that customer…
4 votes -
Call User Note Feature to track call details / description in real time - for traffic management call centers
Add a new column to Reports with link to a pop out note that can be fill up by the call center operators - describing the call description/categories, operator name, etc. This will help for call center reporting/management to track the calls details / specifics and not only the metrics.
2 votes -
calls per user per day
I'd like to be able to pull a month-to-date report of external calls per day for user. currently i can pull the call details for a specific period of time, but not a summary. i'd like to see a summary and be able to export it to excel.
2 votes -
Customize Option for Analytic Tab
I hope that we have the option to customize the tabs we have from the Analytics, like changing the color for each tab, which can help us determine the tabs quickly.
4 votes -
Detailed info in Call Log or Analytics
It would be beneficial to us business owners if we can easily understand the terms used in call log and analytic report. Please have more detailed information or brief explanation in terms of why the call failed, who hanged up the call first, what are the factors that caused the call unsuccessful.
12 votes -
In Performance reports, under the user tab, allow us to select multiple call queues
Currently we can only select All Calls, Non-Queue Calls, or just one call queue. We can do the math to get the number we need, but we don't get the specific details we want for those specific queues in one place. Currently we would have to go to each queue separately to get the specific info we want.
5 votes -
Report Info in Body of Email not Attachment
Hello,It would be great to a report that goes into the body of the email rather than a pdf or excel. That way when you open the email the report is right there. The pdf is a little clunky on mobile to view since it's always a 2 page landscape view.It can be very simple: Name - Total Calls - Handle TimeThen the pdf can be attached for more detailed information.Thank you!
9 votes -
analytic unanswered calls
We are creating a report for the overall total of calls that are unanswered for an extension we were advised to add the sum of the total missed and abandoned calls, it would be useful for us if there is a direct KPI that we can add on the query to show on the analytic reports.
4 votes -
Generate report for %Missed (w/VM) with the source of the call in one tab
% Missed (w/VM) is defined as "Percent of user’s inbound calls that were missed (including voicemails)." But it doesn't specify if the calls are to the queue or their direct number.
3 votes -
call park reporting in analytics
have a call park reporting in analytics
3 votes -
Add average handle time to business analytics' table section for users dashboard
Add average handle time to business analytics' table section for users dashboard so we can check on the average handle time of each user. This is currently available under the performance reports but it is a big hassle to switch to performance report only to check on the average handle time.
6 votes -
Add all the numbers on reports analytics
The client wanted to see all numbers on his account on reports analytics under company numbers.
4 votes -
contact dates
ring-central software automatically logs in date contact was entered
1 vote -
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Have the business analytics data auto refresh throughout the day so it can be kept up on a live screen and shared.
Also have a hold queue update so we can see if their are guests on hold in real time.2 votes -
Report Analytics for Outbound Call and Faxes
Need to produce a report of all of our users with their DDI numbers and their outbound calls/faxes numbers. The standard user list report from RC doesn't include this and we need to understand who has a non geographical number on display and who doesn't. I need it to include the following level of detail.
6 votes -
Set up rules for auto adding users to groups based on job title
The capability to automatically add the users on a call groups based on job title.
1 vote -
Abilit to show show call times for "call connected" & total outgoing calls made on Live Reports
- basically all i want the live reports to show call times for "call connected" & total outgoing calls made
1 vote -
filter for recorded calls
Create an analytics report data filter for recorded calls only.
1 vote
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