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437 results found

  1. Adding a "country" filter in analytics portal

    Add a "country" filter in analytics portal, under performance report tab

    19 votes
    New  ·  5 comments  ·  Other  ·  Admin →
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  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. 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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  4. 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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  5. 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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  6. 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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  7. Call Routing Map Diagram

    We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  8. Send outgoing SMS as a Call group

    Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  9. Wait Settings under Call Queue KPI

    Customer would like to have the KPI for the calls being transferred to Wait settings " hen maximum wait time is reached, send caller to" to check the result

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
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  10. Create Custom KPI's in the Analytics

    Ability to create custom KPIs in the reporting/analytics module

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  11. An ability to set up multiple scheduled report deliveries

    I have a user who is looking to schedule multiple call reports containing differing parameters to be emailed to separate users. We were able to set up one, but could not find an option to schedule additional reports containing alternative parameters. Put more simply, we are looking to set up multiple scheduled report deliveries so that User X receives a report containing info from parameter set A, and User Y receives a report containing info from parameter set B.

    1 vote
    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  12. Reporting that captures metrics displayed for the days of the week on one report

    The ability to display a metric like Service level for each day of the week in one week periods or rolling 7 days. X axis would be day of the week (Sun-Sat) and Y would be service level. This reporting should also be duplicated in Historical Reports.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  13. 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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  14. substitute caller id

    The customer is requesting the ability to view Substitute Caller ID information within the reporting tools.

    Currently, there is no available report that displays which Substitute Caller ID was used for outbound calls. This information is valuable for administrators and supervisors who need visibility into how calls are being presented to external recipients, especially in environments where multiple caller IDs are used for different departments or locations.

    Adding a field in the reports to reflect the Substitute Caller ID used would improve transparency, support compliance needs, and assist in troubleshooting or auditing call activity more effectively.

    1 vote
    New  ·  0 comments  ·  Live Reports  ·  Admin →
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  15. 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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  16. 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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  17. Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

    Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

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

  18. Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled tim?

    Can we have a 'Run Now' button for any reports rather than having to wait for the next scheduled time?

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

  19. 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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  20. 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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