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1032 results found

  1. Generate a report on a date range but only on specific time of the day

    Please have an option in Analytics to generate a report for a date range but the result should only display calls on a specific timeframe for each day. For example, generate a report for January 7 - January 14 but the result should only display calls from 7 AM to 12 NN

    44 votes
    6 comments  ·  Other  ·  Admin →
    How important is this to you?

  2. Call Volume Live Dashboard

    I would like to be able to see call volume dashboard, inbound and outbound, by day and by agent. I would also like a date range filter to easily compare call volume between specific dates.

    17 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  3. Historical Reporting handle count for digital channels in RingCX

    On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  4. RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call

    RingCentral recognizes the language of the call and transcribes of the call are done in the language of the call. If a call is in Spanish, RingCentral transcriptions are in Spanish. Also offer the option to translate transcribes to English.

    1 vote
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  5. Analytics and call logs - Align the call logs and analytics in Salesforce

    We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  6. Introduce enhanced call logging and transparency features to accurately track and display the originally dialed number before any potential

    Introduce enhanced call logging and transparency features to accurately track and display the originally dialed number before any potential routing or transformations occur.

    Key Enhancements:

    Original Dialed Number Logging – Ensure call logs retain and display the actual dialed number before any redirections, translations, or rerouting processes are applied.

    Call Path Tracking – Implement a feature that allows admins to trace the exact call path, including any number translations or forwarding actions.

    Enhanced Debugging Tools – Provide an option for detailed SIP logs or metadata showing if and when a number is changed or redirected.

    Carrier-Level Transparency – Enable visibility…

    2 votes
    New  ·  1 comment  ·  Adoption & Usage  ·  Admin →
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  7. Persist KPI Filter Settings Across Analytics Sections

    When users modify the KPI filter in the Performance Report and navigate to other sections within Analytics (e.g., Business Analytics), the KPI settings reset to their original state upon returning to the Performance Report. This request proposes enhancing the system to retain the user's KPI filter settings across different Analytics sections.

    Current Behavior:

    Users adjust the KPI filter in the Performance Report.

    Upon navigating to another Analytics section (e.g., Business Analytics) and returning to the Performance Report, the KPI filter reverts to its default state.

    This requires users to reconfigure their KPI settings repeatedly when switching between sections.

    Requested Enhancement:

    …

    3 votes
    New  ·  1 comment  ·  Other  ·  Admin →
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  8. Analytics alert when the number of calls exceed threshold

    looking at the Alerts section in the Analytics portion of the portal to configuring an alert
    when a specific call threshold is exceeded

    we need to be able to configure email alerts that get triggered when the number of calls in x minutes exceed a specific threshold, for instance during a potential voice-based attack, you could be getting 10-15 calls in 2 minutes on a specific number or extension.

    8 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  9. Custom Role

    create a role where user can see only selected extensions for call logs

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  10. inbound blocked/SPAM calls need to be counted seperatly from actual missed calls

    We need a report to separate inbound blocked calls / SPAM from actual missed calls.
    Right now analytics gives us a total of all missed calls including blocked/SPAM and this can affect our performance data.

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  11. Outbound and inbound call summary on the RingCentral app

    We want the RingCentral app to have a feature for outbound and inbound call summaries for users

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  12. List of Users Created For More than 1 Year

    To have a reporting tool or list of the users created for more than a year ago. Show the additional users information.
    Related FR: https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/48748538-user-extension-and-device-report

    3 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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  13. PCC Charges

    It would be best if the Calling Credit Package charges indicate if it is due to SMS, Toll Free minutes or international overage charge.

    1 vote
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  14. Call queue availability even I am signed out to all platform.

    My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.

    I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  15. Request to Improve Readability of Digital Chat Transcripts

    When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.

    To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:

    Username

    Timestamp

    Message content

    The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.

    Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. Call Log Export Scheduling Options

    RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  17. For the Company Number would like to include Outbound numbers on the report

    Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.

    2 votes
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  18. All extension overview

    We hope that RingCentral will consider adding a feature similar to our previous service's "All Extension Overview." This feature allows users to input an extension number and quickly determine whether it is associated with an IVR, call queue, message-only line, or user extension. Currently, in RingCentral, users need to search through each category individually to verify the existence of an extension.

    2 votes
    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  19. Allow date and time range on reports to be over a period of time that spans over 2 days

    Have the ability to select time ranges that span over midnight. For example, I want to set my range from 5/7/25 @ 6am to 5/8/25 @ 5:59am. In my operation, those are my business hours.

    1 vote
    New  ·  1 comment  ·  Subscriptions  ·  Admin →
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  20. Summarize internal messaging/conversation in Ringcentral app like a chat transcript

    Customer would like internal messaging/conversation from RingCentral app to be summarize like a chat transcript for future reference.

    2 votes
    New  ·  0 comments  ·  Accessibility  ·  Admin →
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