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Analytics & Reporting

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  1. We need to be able sort the call log report by the users extension. RIght now we can sort by "from", "length", "start time" and "direction". When creating a departmental call log report with multiple users being able to sorrt by the extension makes more sense so each user can see their calls at a glance. (yes I know they can sort it themselves in excel, but that is assuming they are proficient in excel). it makes more sense to juast have it sorted when they receive it.

    1 vote

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  2. A live training in the analytics. Each office utilizes the data in a unique way and surely would benefit from this

    1 vote

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  3. hiplease include a feature were in analytics to have a dropped down of all numbers in the account with KPI we can edit

    1 vote

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  4. Hopefully you'll create a feature from Analytic Portal where once we have indicated the specific time of the day for the entire month, it won't include the reports beyond the selected time. It should only filter what we want to see.Add more filter options on the Performance Reports like if we only want to see Inbound Call Reports, it should not include all the associated call from the filtered Phone Number or user extension.

    2 votes

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  5. 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

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  6. We have so many sites and telephone numbers, it is impossible to remember what they are assigned to. So it would be very useful if the company numbers report included a column that indicated what the public telephone number is assigned to e.g. the RingCentral Site.

    13 votes

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  7. 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

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  8. 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

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  9. I need to know our busiest hours during a specific period (e.g., the past two months). Currently, you have this report by day; however, our volume of calls varies. Also, it should show the cumulative in each hour, so I can know what percentage of our calls in that period happens in a specific hour or hour. For example, in the last trimester 57% of our calls happened between 11 am and 2 pm.

    3 votes

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  10. creating the call timing of all the calls we had in the past.

    1 vote

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  11. to have a feature to have a live reports
    that showed progress day by day

    1 vote

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  12. I would like to see an SLA to track the percentage of time that a resource spends in the call queue and the number of calls that a resource gets while in the call queue each day.

    1 vote

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  13. Once a report is created and set as a standard measurement tool, it shouuld be available across an organization

    5 votes

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  14. RingCentral really should create a dashboard like this one (see attached) which would show the last time a call was taken by each agent.

    9 votes

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  15. To enhance the performance review process for the team, I'd suggest implementing a feature that enables the retrieval of live service data percentages from previous days in raw XLS format. This data should be stored in a readily accessible manner for administrators. Additionally, incorporating this information into a weekly report, with a daily listing of the service percentages, will provide a comprehensive overview of the team's performance.

    1 vote

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  16. 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.

    6 votes

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  17. The ability for queue managers to see who is calling while the call is in progress from live reporting. Attached is a queue dashboard where there is a "waiting" call but there is no option to see the number of the waiting caller.

    1 vote

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  18. Please add Print option from the Analytics Report

    1 vote

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  19. Add 120 second call length filter in the performance reports.

    1 vote

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  20. 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.

    3 votes

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