283 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
4 votes -
Filtering Analytics Performance
Would like to have the option to Filter the no. of calls received for a DN under a Call Queue
1 vote -
Analytics
verbatim from user: I was wondering if there was a way for you all to create an AD-HOC report for all the data. I feel like the data being tracked by RingCentral is inconsistent with the data in our personal logs. I noticed that RingCentral only keeps data up to 6 months in the Performance Reports for Data Analytics. Do you all have backups for the total amount of time we have been with RingCentral?
1 vote -
Automatic Reports for Live Reports
It would be very useful if LiveReports would automatically email or export the data at the end of each day considering this is the only reporting option that allows you to track service level of queues
4 votes -
Call Log - Outbound Call Recording Filter (be able to filter and select multiple users at a time)
Bridgepoint is working with multiple Maverick Fitness locations and it would be very helpful to be able to filter in the call log for outbound recorded calls on multiple users (that are in a queue, and multiple sites). Discussing with partner and walking through the filter options, we are only able to pick one agent or user in the queue at a time to view and listen to their recorded outbound calls.
4 votes -
Ability to see if the call is answer using a deskphone or desktop/mobile app
Daniel Lenzo of Opportunity for Post-Acute Recovery, LLC Asking for an option to verify if the call is answered using a desk phone or desktop/mobile app on the analytics report. That way, he'll be able to monitor if their staff is the one who answers that call from another person.
1 vote -
Agent Details - select agents to view
Some agents do not ever take calls and do not need to be monitored, but they still show up in the agent details widget. It would be nice to unselect any agents that do not need to be monitored, or be able to position agents in preferred/custom order.
2 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.
11 votes -
Customized analytic reports
Should be able to have the option to customize the downloaded reports on analytics and remove columns
3 votes -
Analytics report for IVR key presses
Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.
45 votes -
Reporting metric in analytics to show extensions that have not been used
A metric showing an extensions last use will help admins/supervisors free up licenses to be used for other users that will use them more effectively. Lowering the need of getting new licenses.
2 votes -
Add % of calls not answered within 30 seconds to KPIs
Our pharmacy accrediting body, URAC, requires us to track and report this numner as a percentage of calls.
2 votes -
New report for Ring Groups and corresponding DID numbers
Many customers would enjoy this type of report. We are looking for a report that shows the main number of our ring group and the 2 DID numbers associated with the Ring Group in a standard .csv format.I was advised that since the main number has a custom rule that says when X number is dialed to follow Y path to the ring group where you have the office and deli phones set to ring both. Our reporting is restricted and cannot identify the custom rule call path to identify the extensions that are being connected to. I would encourage…
2 votes -
Update Subscription Email Delivery Schedule
The delivery schedule doesn't allow me to specify a specific set of days of the week to send reports. For example, we need to be able to report on days Business Days Monday through Friday and not on the weekends. However, i can only do every day or 1 day out of the week. Can you add the ability to select one or more days of the week to schedule reports on.
2 votes -
Performance reports - Column to be added for number of "Connected" calls for Users tab.
We are able to see the number of answered calls for inbound calls but not connected calls for outbound calls in the Users tab in Performance reports. You can only see connected calls when selecting the specific user. A column representing connected calls in the Users tab will allow us to compare to the total outbound calls and giving us insight as to how each of our agents are performing by seeing how many calls had live talk time from the total number of outbound calls.
2 votes -
Adoption and Usage
Need to be more accurate in terms of call logs reporting . The report does not match the number of call sessions under Adoption and usage versus the call log reports. Need to have a setting where we can select the time in the date range to filter the data
4 votes -
Improve Analytics
Allow graphs to be exported as PDFAdd the option to hide 0 calls on report. Every report shows all 500 users even if they are zero.
1 vote -
Analytics showing how long the device has been registered, etc.
Option in Analytics that shows numbers of endpoints registered, offline, how long the endpoints registered, number of unregistered endpoints, etc
1 vote -
better way to review IVR performance in Business Analytics or Performance Analytics
I am looking for a better way to review IVR performance in Business Analytics or Performance Analytics. In Performance Analytics, I have to drill down into every single call to see the IVR key presses, routing, and results of each step in the IVR. This is the data I'm looking for, but I am not able to find a way to pull that information into a custom dashboard or grid to measure performance. Some questions I'm asking from such a dashboard would be: At a given site, how many external callers pressed 4 to place a food to go order?…
1 vote -
Add a location filter for received calls in Analytics.
Admins of RingCentral Analytics Portal should be able to filter calls by location for reporting purposes to identify the locations from which they receive the most calls
1 vote
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