988 results found
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Have service status notifications in other languages
As we live in Quebec, Canada, when we send out communications to our users, we need to provide a French version by law. If a French version of the Service Status notifications can be an option, we can send it to our users instead of having it translated every time. Thanks
1 vote -
Hard Phone Connectivity Alert
Would be good to extend the room device connectivity alerts to hard phones. For example when changing from online to offline. This would assist with issue identification, whether with RCs solution or with our own network (i.e. all hard phones in one location go offline).
1 vote -
one button monitoring
cx says we should have one button where he can check everything that he needs to check for monitoring how many calls currently ongoing and to what user ext from call queue did it went thru
1 vote -
Forwarded To Numbers as trackable data in analytics and call logs
Right now the only way to see the times a number is forwarded out to an external number from my support queue is to download an excel document of all calls and then try to filter the data manually.
7 votes -
Creating the call timing
creating the call timing of all the calls we had in the past.
1 vote -
Share Reports
Once a report is created and set as a standard measurement tool, it shouuld be available across an organization
5 votes -
"Wrap up" status visibility
An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.
4 votes -
Power BI Integration
Looking for an easy way to integrate with Power BI in order to streamline call dashboard.
5 votes -
Call progress diagnostics (tracking log of caller keypresses)
Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example, how long on hold). This timeline shows every scrap of data for the entire call from inbound ring to hang up. I have had to use this feature many times to address caller complaints of system functionality and more often than not, this was my only evidence to show the caller had misused the system or chose incorrect or inactive…
9 votes -
Analytics regarding Text Messaging/SMS
SMS text messaging is a huge part of our business. I would like to see analytics reporting like we have it for phone calls around SMS to be able to track that KPI per user group and employee.
235 votes -
Total DND time report
On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.. Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.
75 votes -
Increased Call Length KPI
Add 120 second call length filter in the performance reports.
1 vote -
Live reporting: Able to see if agent is currently on outbound or inbound call
Need to be able to see in call queue dashboard if agent is on outbound or inbound call. Currently can only see if agent is on a current call but not if it is outbound or inbound.
9 votes -
Ability to Download Qos Reports
Currently, customers have to copy and paste data from the QoS portal for each incident. Preferably, they would want to download the data.
74 votes -
Call Data on Manually Rejected Calls
It would be useful to see that data on how many calls users manually reject an inbound queue call. This will help provide us insight on who is purposely ignoring calls and provide coaching's.
1 vote -
Check how long the agent was login in their account during business hours
We should add a feature how company owners can see the productivity of their employees or agentsInside the analytics there should an option how long the agents will be loginWe should see if they take a break, lunch or logout/login
1 vote -
Agent Analytics: Log Agent Queue Uptime
Show how many hours an agent was Active in the queue. It would be fantastic if we could actually set their individual hours somewhere so that I didn't have to do math / search on only those specific time frames but if it was simply "Amt of Hours was Agent X was Active in the Queue" that would be fine
8 votes -
Enhanced filtering on call reports
Would like the ability to input more that 1 phone number in the filter for call volumes and have a graphical report of the results.
1 vote -
Report for Incomming and outgoing video calls for each user
We have users engaged in Ring Central video calls intercompany more than the voice calls so really feel analytics that could help see the logs and reports of both incomming and out going video calls by each user. This will help understand if specific staff is not being contacted by rest of the team and vice versa for staff who get engaged extensively.
1 vote -
The ability to record whispers and barges
this feature would be useful in allowing us the ability to go back and listen to these calls and assess the quality of input and coaching being done through the whispers and barges.
1 vote
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