1330 results found
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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 -
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.
8 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 -
6 votes
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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.
42 votes -
Call Logs Not Displaying when Limitted to a Site Call Logs
We would like to have the ability to view all calls related to a specific site, based on the access permissions granted to our users.
For example, if a user's role is restricted to viewing call logs for a particular site, then when they log into their portal and access the call logs, all relevant calls for that site should automatically populate—without requiring them to manually filter by site members, extensions, or call queues.
12 votes -
Annual Call Volume
It would be helpful for growing businesses to be able to compare their call volume from year to year, possibly broken down by month. Not a ton of details but at least the volume to help see growth and if more staff is needed. Also to help determine if there is a busier time of the year.
2 votes -
Add alert option for call queue overload
Add configurable alerts for call queue overload so administrators can define thresholds for when a queue requires additional staffing support. For example, trigger an alert when 3+ callers are waiting in a queue at the same time and/or when the longest wait time exceeds a defined number of minutes.
Alerts should ideally be configurable by queue and delivered to selected users via desktop/mobile notification, SMS, or email.
This would allow us to quickly initiate “all hands on deck” coverage during unexpected call surges rather than relying on someone to manually monitor the queue. It would also allow us to track…
1 vote -
Retrieve Call Logs of Deleted Users
Request
Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.
Description
Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.
The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.
Requested Functionality
Allow Super Admins or authorized administrators to search for deleted…1 vote -
Expanded Business Analytics Access for Call Queue Managers
Feature Request Description
We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.
Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.
Business Need
Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.…
1 vote -
Filter Agents on Live Reports, not based on call queues
I've built a leaderboard in Live Reports but I only want to see specific users from a specific queue. I would like to be able to select which agents appear on these live reports and not base it off call queue group.
1 vote -
1 vote
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Match HUD and Live Reports status
Match HUD and Live Reports status
1 vote -
Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes
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