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1017 results found

  1. I would like to see the disconnect information in the QOS analytics reporting.

    I would like to see the disconnect information in the QOS analytics reporting. This would be beneficial for troubleshooting issues. There is already a lot of data for the call. The disconnect information would further round out the call life cycle. It would also help when working on call quality/disconnection issues.

    2 votes
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  2. option to see the percentage of the calls that had incomplete data captured on Analytics

    Would like to have an option to see the precentage of calls that's unable to capture the packet loss and jitter on Analytics QOS Report. Those uncaptured is being tagged as good call due to null data. Having this feature would allow us to see how many calls were not being tagged as Poor on QOS Report and would able us to understand the behavior of the call.

    1 vote
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  3. Generate/Download Report data per day

    Customer want to have the option for data report per day. Customer want to have the option download it and not per date range.

    1 vote
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  4. 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
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  5. 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!

    18 votes
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  6. 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
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  7. Adoption & Usage Report for Common/Limited Exenstions

    Adoption & Usage reporting only works for "User" phones. We would like to pull the same data from limited/common area phones as we perform monthly metrics.

    3 votes
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  8. ability to find out who is answering the phones when they are not on the phone and who is not.

    ability to find out who is answering the phones when they are not on the phone and who is not.

    1 vote
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  9. 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
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  10. Add info detail in Business Analytics tables

    Request for the column headers in Business Analytics tables to have an explanation of the metrics. For example "connected" to have a description of what connected means. This has been requested as when the reports are shared with others or sent out as a subscription the other user won't necissarily know what that metric means. If we cannot add labels can the customer change the name of the column instead?

    1 vote
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  11. Reports for overflowed calls

    Requesting to get a report that overflowed to a call queue, not including the direct calls.

    4 votes
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  12. Add ability to create forecast reports in Analytics

    This would be great for managers of call queues to get an idea of how many calls to expect in the coming week on certain days, or certain holidays for example

    3 votes
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  13. voicemail response time

    Add columns to the LOB analytics to display length of time voicemail sits in "new status"- average, max and minimum. This would help us monitor staff response time to inbound calls that go to voicemail.

    3 votes
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  14. Report on the Duration of How Long a Call is Monitored

    To be able to know how long a call has been monitored for the productivity of quality auditors. Apart from being part of the Reports/Analytics, it should also be available for Salesforce Task Object

    2 votes
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  15. sms performance report

    I am trying to schedule reports to be sent to our admins. I have the Performance reports and they look amazing. I am just missing the SMS portion. Is there a way to show how many texts are sent by each line each day?

    59 votes
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  16. Agent Performance Metrics

    Customers are asking to see how long an individual or group of individuals have been logged into a queue, set to DND, in a call, etc. so that they can assess performance.

    1 vote
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  17. Count actual phone numbers dialed instead of Salesforce logged calls.

    I used to love the old ring analytics, they used to show me calls per hour and total dialed numbers. Now it's showing me how many logged calls I've made. To keep salesforce not a giant mess we dial as many as 10 numbers before we log the call. Otherwise we'd be filling up salesforce activity with a million calls to bad numbers. I just want the RAW number of phone numbers I've actually dialed. And a dialed per hour. This shouldn't be hard AT ALL and I don't know how you guys' managed to build an entirely new analytics…

    1 vote
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  18. Add Inbound Fax Analytics

    Please add the ability to quantify inbound fax via the analytics portal. We currently utilize over 200 virtual extensions that act as a fax inbox for our sites. We would like the ability to view the total number of received inbound faxes across all extensions in our organization via the analytics portal. There is currently no way to report on inbound faxes.

    22 votes
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  19. Reporting - Filter options

    Reporting is so important for management to use for offsite users. Allowing a group to filter by queue and users (not one or the other) or for that matter, expanding your analytics reporting to allow for managers to report on login and logout times. Just give us more tools to report please.

    1 vote
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  20. add sound notifications on live reports when a call hits the queue

    Our team monitors the Queue on a larger screen from their workspace. A sound notification would help them not have to get up and check over the cubicle wall rather just listen for the notification to know there's a call in queue

    2 votes
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