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598 results found

  1. Request to remove the option for the users to delete call logs and recordings on the account.The customer does not want standard users to have access to call logs and recordings, They should not have the option to delete call logs as well. Only the Super admin should have access.

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  2. If we download a performance report in Excel format there is the Session ID in first column but as we have a huge amount of call data (i.E. for month or quarter), the CSV format is the only way we can handle that. But here is where things got worse: if downloading the same report as CSV, the session-ID is missing. It would be very nice if the same report gives the same data regardles which file format you choose. This is a bit annoying. There was also a Case open to this with the reaction: "Thank you for your…

    13 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Customer is requesting for the beep sound to be turned off while the call is being recorded. Reason is it is causing frustration by their customers due to the sound that is continuously beeping.

    2 votes

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  4. Call Report that will show reason it was declined

    6 votes

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  5. 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.

    4 votes

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  6. Customer would like to have an option to view the numbers of abandoned calls from analytics report.

    4 votes

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  7. To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should…

    3 votes

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  8. Problem: When a user is a member of a group and is expected to take incoming There is no way to report on the time a ringcentral user was in DND or in Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" statusSolution: Analytics access to see DND status from "Take all calls" to "Do not accept call queue calls" would allow this to be reported on. Currently you can see this in the Audit trail section - but you can only see the transitions - the amount of time has to…

    6 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  9. When a call has been monitored, the call is no longer showing in Business Analytics.

    2 votes

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    0 comments  ·  LOB  ·  Admin →
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  10. We can already see the amount of callers waiting in the queue but we are unable to see what their caller ID is. This would be a benefit in the event of a call drop/disconnection to be able to see if/when they call back in. It also allows for our agents to be aware of potential social engineering threats when someone repeat calls looking for a different agent.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  11. Super Admin should be able to access voicemail recordings using the Call log report

    2 votes

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  12. We would like to be able to share a user's direct number as a caller ID with other users.

    1 vote

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  13. For Call Reports in Performance reports, it would be best to show/include the user's extension number to easily identify which user made/received the call.

    1 vote

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  14. When gathering report for a certain call and need to download the report to where the calls are being transfered to not be done manually but the data is automatically showing to where it was transfered

    1 vote

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    0 comments  ·  Accessibility  ·  Admin →
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  15. Would like to change the start date of yearly reports in LOB to align with company financial year rather than calendar year.

    1 vote

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    0 comments  ·  LOB  ·  Admin →
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  16. have a call park reporting in analytics

    2 votes

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  17. It would be awesome to have the ability to share performance reports and subscriptions with other admins on your RC account. Setting up these reports for various business units and maintaining changes is difficult when only the admin creating the reports can view and edit them.

    2 votes

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  18. We would like to have a report wherein we could get the total number of calls based on the Caller ID number used.

    5 votes

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  19. • What issues is this solving for? Generating reports for calls being disconnected while on the IVR Menu prompts.
    • How will the feature help customer’s processes? It will help determine how many calls are being disconnected while the IVR Menu prompt is playing.
    • Who would benefit from it? The RingCentral customers.
    • How should it work? When they go to the Analytics Portal > Performance Reports, there should be an option to see where the calls got disconnected. i.e., IVR Menu, Call Queue, Users

    1 vote

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  20. Customer would like to have the option to set a label for the phone number to show in the call logs.

    Currently, call logs will show the phone number in "from" for outbound calls. The customer would like to be able to set a label.

    Feature request for Super Fares.

    2 votes

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