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950 results found

  1. Add Call Phases to download report

    Seeking to identify call phases (ex. Ring time / Hold time etc) for each individual call / user

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  2. run a report on companywide tasks assigned in RC

    Is there a way to run reports on tasks inside analytics? we're looking to run a report on companywide tasks assigned in RC who they were assigned to; completion duration

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Analytics for Meetings Dashboard: Report Specifically For 1 Day Only

    Current status:
    - Clickable links: Last 7, 30, 180 days, 12 months, and custom range.
    - Custom range doesn't allow us to generate a report that's for one day only. Minimum days for the report is 2 days.

    Why is it useful
    - Accurate data/information for reports that will be generated that targets daily performance.

    Who would benefit from it
    - Everybody who is using RC, all of your Clients.

    How should it work
    - In the clickable links, add yesterday.
    - In the custom range, please allow the users to generate report for 1 day (same from and to…

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. Downloading Peformance Reports - Hourly

    You can view the call volume, by hour, for a 24 hour period... or a 7 day period...but you can't download that data. You should be able to.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  5. Enable merging of two extensions to combine data for analytics

    We have had at least two instances of either a bug or having to switch a user to a new extension because of an issue. The problem that happens is that the analytics data stays with the old extension number, which ruins the ability to analyze things over the entire duration of an employee's time with a company. I can only imagine how many extensions "could" be created over time for many different reasons. If you could "merge" the data for two extensions by one employee, that would enable you to have accurate, long-term metrics for an employee.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Dropped Call Reason

    I would love to see a Dropped Call / Contact End Reason Report so if patients or customers complain of a disconnected call we can find out what happened.

    5 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  7. More robust user compliance reports

    Currently I'm using RC analytics concatenating and parsing the message, video and phone downloaded .csv reports of folks who have never made a call, text or video call and it's not elegant.In order to push user compliance within our company, we would like a report of those who have yet to change their password and/or download the app and/or have yet to make one phone/text or video call.

    14 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  8. I need to have real time performance reports

    I need to have real time performance reports like the one available with live reports

    2 votes
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  9. Enhance the performance reports to include the graph

    Graphs paint a visual picture and this avoids having to import data into excel and manually creating it which is what we are currently doing, for a service paid monthly that can provide this.

    2 votes
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  10. Text Message Auditing

    It would be nice to have a way to access the text message exchange of agents for auditing purposes.

    25 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  11. Tag or Mark Calls to be reviewed in the future

    It would be very beneficial to be able to mark a call you have taken or are currently on as a Potential Client, Current Client, Or Neither. At the end of the month it would be easy to gather the statistics of who our primary callers are and what their intention for calling us is.

    1 vote
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  12. Removing days from a report

    my team forgot to set the out of office VM and now our monthly numbers are off by a high abandon # and abandon %. Now they have to tally up agents data by adding 2 reports manually. It would be nice to add a feature that allows you to correct this error and lets you view it all under 1 report.

    1 vote
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  13. Define our set SLA definitions on reports

    Out clients require the Service level definitions on the phone reports. Right now we have to pull to Excel and manually add to every report we pull for them. We need the SL Definitions to auto pull the configured data to Excel AND the Pdf version. I have attached an example of what our old phone system report looked like. the information auto pulled through.

    6 votes
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  14. User self performance reports

    This feature would be to allow users access to their own performance reports and no other users` performance reports. This would allow normal users to be able to access just their own performance reports.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  15. Grant access to super admins to view active subscriptions for our end users

    Grant access to super admins to view active subscriptions for our end users Essential.

    7 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
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  16. create a report option to show a time stamp of when a tech queues in and out

    this will allow me to see what time they queued out and make sure it matches up with tickets or question why they were not queued in if they were not actively working a ticket.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. In Analytics>Performance Reports, the primary filters (upper row) should work together to generate reports.

    Currently, if you select specific queues, specific users, etc. and rung the report, when you view the data for the users selected, the queue filter isn't functioning. The report delivers all queue and non-queue results.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  18. Filter non-business hours out of RingCentral Analytics Portal reports

    It would be very useful if you could filter non-business hours out of the Analytics reports. For instance, I would like to know how many calls are abandoned, but only during 9-5 business hours.

    10 votes
    Implemented  ·  10 comments  ·  Other  ·  Admin →
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  19. Measure of occupancy as a percentage

    When selecting a user on the Audit section on reporting, we are able to view change of status' and log in times. For our app it shows "Accept all calls", "Do not accept any calls" and "Do not accept queue calls". From here we should be able to see the amount of time once logged in that a person was set at these certain status' too. Would be great in enabling us to measure occupancy

    7 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. Export an excel file of all users/extensions along with all of their configuration settings.

    It would be helpful to be able to export an excel of all users/extensions along with all of their configuration settings.IE a detailed report with all the configured user settings (For auditing) such as who has personalized voicemail greeting settings versus who is using the default

    10 votes
    Future Consideration  ·  4 comments  ·  Other  ·  Admin →
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