880 results found
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Analytics regarding Text Messaging/SMS
SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.
223 votes -
Increased Call Length KPI
Add 120 second call length filter in the performance reports.
1 vote -
Call progress diagnostics (tracking log of caller keypresses)
Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…
8 votes -
Live reporting: Able to see if agent is currently on outbound or inbound call
Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
9 votes -
Call Data on Manually Rejected Calls
It would be useful to see that data on how many calls users manually reject an inbound queue call. This will help provide us insight on who is purposely ignoring calls and provide coaching's.
1 vote -
Check how long the agent was login in their account during business hours
We should add a feature how company owners can see the productivity of their employees or agentsInside the analytics there should an option how long the agents will be loginWe should see if they take a break, lunch or logout/login
1 vote -
Ability to Download Qos Reports
Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
73 votes -
Agent Analytics: Log Agent Queue Uptime
Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine
8 votes -
Enhanced filtering on call reports
Would like the ability to input more that 1 phone number in the filter for call volumes and have a graphical report of the results.
1 vote -
Report for Incomming and outgoing video calls for each user
We have users engaged in Ring Central video calls intercompany more than the voice calls so really feel analytics that could help see the logs and reports of both incomming and out going video calls by each user. This will help understand if specific staff is not being contacted by rest of the team and vice versa for staff who get engaged extensively.
1 vote -
The ability to record whispers and barges
this feature would be useful in allowing us the ability to go back and listen to these calls and assess the quality of input and coaching being done through the whispers and barges.
1 vote -
leave off deactivated users from adoption and usage report
Could we leave off the deactivated or deleted users from the adoption and usage report since those persons are not longer working for the company.
2 votes -
Ring Central report based on inbound number/contact
Please could you implement a way that we can create a report based on certain inbound numbers/or contact. Use case as an example, say we want to track the amount of inbound calls from a particular client for a week, month etc.
4 votes -
Date and time format to match user account region
The account holder location (country of origin), should determine the format in which the data such as start time field, (the date and time stamp) in the performance reports is reflected. In Australia we use Australian English settings for all office applications. When we carry out performance reports, all the date time stamp entries are read as invalid data. This is an Extremely urgent request as only have a couple of weeks to go to submit the report for the year.
2 votes -
Analytics report date range access
Hello, could it be possible to get reports for calls for the past 12 months?
3 votes -
Ability to report on metrics over time
Would love the ability to pull reports for things like talk time and total calls over the course of weeks or months at a time vs. needing to pull all of that independently; currently pulls the total, but unable to break that down into detail
3 votes -
Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in li...
...ve reports.. Requesting to have an optio to identify transferred calls to overflow call queue and unanswered calls from the abandoned calls KPI in live reports.
3 votes -
Analytics time frame in reporting
It would be nice when selecting a time frame to be able to select Sun ~ Saturday in addition to last business week Mon~Fri. We can do last 7 days and sort of make that happen with the day of the week we deliver the report, but we'd like to track calls including weekends on weekly reports. It would also be nice if we could have one desiged report for asite, and then on the subscription be able to specify which timeframe is used, so instead of designing 2 reports for Monthly and Weekly, we have one report, and two…
1 vote -
Number of calls forwarded KPI in Analytics
In Analytics, can another KPI be added that counts the number of calls that had been forwarded when users have applied ‘Custom Rules’ and the new ‘Forward all calls’ feature.
2 votes -
Add reports to Dashboards as a widget
Once a useful report is created, it should be able to be added to a dashboard
2 votes
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