1342 results found
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Business Analytics call recordings won't play
Business Analytics shows only recorded calls, yet there are no call recordings in the call logs. The downloaded file won't play or show as an error. It should be corrected, and the call-recording wording should be removed if there are no recorded calls at all.
1 vote -
Send notification when license or number inventory drop below a threshold.
We use MS 365 to automatically add new users to our RC account. It has failed when our license or number inventory runs out. This is bad for us and for RingCentral as it causes friction in the workflows. Similar to a balance for international calling drops below a threshold, I'd like a notification when my license or number inventory drop below a threshold.
1 vote -
Need AI Notes not being tracked
We notice that the Audi trail will not track if the AI Notes are enabled. THanks
2 votes -
Add call Monitor reporting to Analytics so we can see who is montoring agents.
Add call Monitor reporting to Analytics. We would like to see who is monitoring agents and when they conduct the monitoring.
1 vote -
Combined Analytics Report for Video and Calls
We're looking for a combined average handling time report of voice calls and video calls.
1 vote -
Correct RingCentral Call Log Descriptions of certain events
The descriptions of specific call events or call statuses in the Call Log columns are confusing, particularly for the "No Answer" status. The event description should accurately reflect when a call is missed or not answered, rather than incorrectly indicating that the IP Phone is offline. This discrepancy needs to be corrected to improve the clarity and accuracy of the Call Log information.
8 votes -
On the detailed call log when you customize or even keep the default view, the format should allow you to view the whole log without having
On the detailed call log when you customize or even keep the default view, the format should allow you to view the whole log without having to scroll all the way down to the bottom to toggle over. I removed columns so there is plenty of room to display it on one page but the formatting shrinks and you still have to scroll all the way down and then toggle over
1 vote -
Exportable Report for Active Custom Answering Rules
Product Area
RingEX (Admin Portal & Analytics)Problem Summary
There is currently no report in the Admin Portal or analytics suite that identifies which extensions have active Custom Answering Rules. Administrators must manually open and check every individual User, Site, and Call Queue extension to review routing logic, creating significant operational friction during routine audits.Proposed Solution
Introduce an account-wide report or filter within the Admin Portal that detects active Custom Answering Rules and allows administrators to export the findings.Key Requirements
Multi-Level Scope: Capture custom rules configured across Users, Sites, and Call Queues.
Export Functionality: Download results in CSV…
1 vote -
Custom Role - Phone Number Breakout
Currently custom roles only facilitate 'Company Number' access at a high level. For multi tenated customers utilizing Role Domains this becomes an issue, exacerbated with the introduction of Number Storage in the international space.
Suggesting that Roles provide a more granular Allow/Disallow logic relational to Phone Numbers. The granular state should encompass below:
- Phone Numbers (in likeness to present state)
- Number Inventory
- Number Storage
This will allow users to have a role domain associated which keeps multi site admins segregated to their responsible sites in a desirable fashion.
14 votes -
Average Wait time for business Analytics
Average Wait time KPI for business Analytics
1 vote -
Answer % for Outbound call - Anlaytics
There is currently no “answered call percentage” metric for outbound calls. All outbound calls are treated as connected once placed, which does not reflect whether the call was actually answered.
Gap
This limits visibility into true customer engagement and outbound performance.Proposed Solution
Introduce an Outbound Answered Call Percentage metric:Definition:
Answered outbound calls ÷ total outbound call attempts × 100Requirements
Differentiate between answered, voicemail, and unanswered calls
Include in reporting and dashboards
Align definition clearly with existing inbound metricsValue
Provides more accurate insights into outbound effectiveness and agent performance.2 votes -
Details of Refused calls in Analytics report
Specific details on getting accurate Refused calls in the Analytics report. If possible, Kindly include logs on where the specific refused call originated.
44 votes -
Allow Unknown inbounds/outbounds to Auto-Log into Google Sheets Without Requiring Existing Contacts
Currently, RingCentral call automation only logs calls into Google Sheets when the caller’s phone number already exists in the system/contacts. If the number is not saved as a contact, the call does not auto-enter into the Google Sheet unless we manually add the contact first.
This creates a major issue for sales teams because many inbound calls come from new or unknown leads. These leads are not already saved in contacts, but their call data is very important for tracking, follow-ups, reporting, and lead management.
Feature request:
Please remove the dependency that requires a phone number to already exist in…2 votes -
page refresh
when u go in to performace report and call log when it refresh it goes to yesterday ....needds to stay on page
1 vote -
Quality of Service Calls - Search By Number
The ability to filter Quality of Service Calls by ANI or DNIS. Currently, we can only filter by Name or Extension. The ability to filter that section by an external number would make it easier for customers to find a specific call and review QOS, Device, Site, and other factors related to the call. Currently, QOS in Analytics is the only location to view certain topics related to calls, such as device and site. So being able to better filter the list of calls would speed up customers' ability to use QOS effectively.
9 votes -
Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.
Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.
1 vote -
Split Email Notification Logic for Personal vs. Shared/Call Queue Voicemails
Currently, when a user is assigned a shared voicemail box (such as a Call Queue voicemail), the system processes these alerts under the user's primary voicemail notification policy. If a user turns off notifications at the Call Queue level but keeps them on for their personal profile, they continue to receive emails for the Call Queue.
Users cannot opt-out of high-volume shared queue alerts without completely disabling alerts for their own direct business lines.
2 votes -
Have a monthly breakdown of monthly results if the date range selected is by year
For example, if the admins want to get the total number of calls for the year 2025, the analytics will provide the overall total for the entire year. However, the customer also wants a monthly breakdown showing the total number of calls per month.
9 votes -
Request to include carrier information in Call logs
Please include carrier information in Call logs and improve result tagging if issue is on external number being called
1 vote -
Remove users from saved report that have been moved to another call queue
Ability to remove users from saved Performance Reports that have been moved to another Call Queue
19 votes
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