1124 results found
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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
5 votes -
Table on the performance reports should be filtered when selecting site
Currently, on the page "performance reports > users" when I select a site, only the graphic is updated. the table below still list all the call queues and users.This the view with no filter in the attached file : (Page no filter.png)This the view with a site filter applied : the table below the graphic is the same (page with site filter.png)When filtering the data on this page, the whole page should be filtered : both the graphics AND the table below.
8 votes -
Improvment on Analytics Device Alerts
Customers have been seeing false positive alerts on device alerts set in RC Analytics. This has been occurring when assigned devices have not gone offline but possibly suffered from a drop in network connection momentarily. This request is for an improvement on the accuracy of the device alerts going forward.
1 vote -
Attach reports for Business Analytics subscriptions
It would be nice to be able to attach the report to the email for subscribed business analytic reports instead of requiring the user to log in to download the data
2 votes -
Screen Barging
Customer would like to have a feature where they can't just hear the call but to also monitor the screen activity of the specific user.
1 vote -
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.
4 votes -
Add Active call volume metric
In the Ring Central analytics there is not currently a way to view the total number of active calls on your system. You can view the active calls in the quality tab, but you have to add the total number up yourself. This is fine, but being able to see a number of "10 Active Calls" or "37 Active Calls" that is constantly updated would be a good way of measuring peak times at a glance. This is especially helpful for my business as we are a utility company and peak calls usually means trouble around the corner. Adding this…
1 vote -
This Week Custom Range on Performance Report
Need This Week option on the RingCentral Analytics > Performance Reports > Custom Date Range. This will help generate a report within the middle of the week.
3 votes -
Analytic reports for dialing time
It would be useful to us if there is an analytic KPI for the time the user is dialing for outbound many of the users are hanging the phone a long time before dialing
1 vote -
Standard users to access the amount of outbound dials they have made each day
We track the amount of calls our agents make every day. However, the agents themselves don't have a way to easily check how many calls they have made throughout the day. For example, an agent may need to check the amount of dials they've made after 4 hours of work to see how many more dials they need to make to reach their goal for the day. We want the agents to be able to view only their own amount of calls.
1 vote -
All calls alert from analytics
Customer would like to have an option for alerts for all calls for each extension.
1 vote -
filtering analytics report per number on one user extension
need to assign 3 numbers to 1 user extension so they can make/receive calls using 1 extension depending who's assign to take in call per day
2 votes -
Alerts for User Performance
I want to create an alert if a user does not exceed a certain conditional threshold. Example -> User's [answered + outbound calls] < 10 % of all users [answered+outbound calls]
1 vote -
Need to be able to filter time of day - reports and analytics
Would like be able to filter sort out incoming calls ONLY between 8am - 5pm Monday - Friday within the last 3 months.
2 votes -
Analytics should not states calls are missed when it was answered
Call Queues calls shouldn't states it was missed on Analytics when the call was answered.
5 votes -
Ability to change analytics time zone as needed
Would be great to update Avaya analytics eg. Performance reports time zone without changing the time zone of the user profile. This is needed for admins, supervisors and managers that deal with team members in different time zones. Use case: checking for a call in the time zone of the user especially when there is an issue with a call and they send the details of the call in their time zone then it would be beneficial for the admin to be able to adjust the call time zone in analytics in order to verify that it is the exact…
8 votes -
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.
13 votes -
Filter out actual abandoned calls in Business reports in Analytics
I would like to request to have a feature in business reports in analytics where we can filter out the actual abandoned calls from the calls that are just being tagged as abandoned when someone answers the call from a call queue
4 votes -
Customer Service live report bookmark
We should not have to constantly search for our live reports when we pull it up daily. there should be a way to make it a favorite! I have asked this before and its frustrating
1 vote -
I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines
I am trying to find reporting to ensure compliance with RingCentral Enhanced Business SMS guidelines. I want to ensure that we are not encroaching the messages per minute limit with the combine use of our API, CRM, And user messaging. Also, would be great if RingCentral simply Spooled Outbound Messages and sent using the throttled limits
1 vote
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