1330 results found
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Audit trail should have traces of changes made to the account
Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal
But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.
2 votes -
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal
Enable Super Admins to monitor voicemail activity and response rate via a report in Admin portal that displays the total number of voicemails, the count listened to and resolved, and the average response time on how quickly team members are listening to and resolving voicemails.
6 votes -
For Live Reports- Limit on who can see which dashboard.
It will be ideal if I can decide which live report license user can see which dashboard. It's not ideal when other department supervisors/users can view another departments call volume and users. This causes hostility and potential HR issues.
1 vote -
Add more options to BA Pro for tracking department/teams for reporting purposes
Add more options to BA Pro for tracking department/teams for reporting purposes, similar to what is already available in performance reports, department level in both the rows and columns is needed for groupings
1 vote -
Agent-Level Read-Only Real-Time Queue Statistics
Summary:
Request the ability for RingCX agents to view real-time queue statistics without requiring Supervisor or Analytics permissions.Business Need:
Our "Contractor Care" group agents need visibility into their queue activity while they are logged in. Specifically, they need to see:Which agents are currently logged into and available within their queue.
The current number of calls waiting in the queue.
Basic real-time queue status to help manage expectations and improve team coordination.Current Limitation:
Today, this information is only available by granting Supervisor or Analytics access and creating Real-Time Widgets. This requires elevated permissions that also provide access to…1 vote -
The Devices section under Analytics > Rooms & Devices needs to have a tab that shows the current firmware version installed on the device.
Currently, administrators do not have a quick, centralized way to check the firmware versions of their deployed hardware. To improve troubleshooting and device management, the Devices section under Analytics > Rooms & Devices needs to include a dedicated tab or column that shows the current firmware version installed on each device. Adding this visibility would allow admins to easily identify outdated hardware, ensure all systems are running the latest updates, and streamline their fleet management process without having to inspect each device individually.
1 vote -
Preserve SMART ACR Consent Rules Across Call Park & Retrieve
🛑 Problem Statement & Admin Portal Gap
When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.🔍 Root Cause & Admin Portal Limitation
Observed Behavior:A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.
The call is placed on a Park Location / Extension.
Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.
Admin…
1 vote -
Add "Language Detected" Metric for AI Receptionist in Analytics
While the AI Receptionist seamlessly handles multilingual calls (like Spanish), analytics.ringcentral.com currently lacks a way to report on this data. We need a "Language Detected" metric, column, and filter added to the Analytics portal. Currently, administrators have to manually read transcripts or build dummy routing queues just to track language volume. Exposing this data directly in the analytics dashboard will allow businesses to easily track customer demographics, optimize bilingual staffing decisions, and measure the true usage of the AI's multilingual capabilities.
3 votes -
Account-Wide Extension Call Routing Report
Requesting the ability to generate a comprehensive report that provides call routing details for all extensions within an account. The report should include key routing configurations such as call handling rules, forwarding settings, queue memberships, IVR paths (if applicable), ring order, overflow destinations, and failover routing.
This feature would eliminate the need to manually review each extension’s configuration individually in the Admin Portal. It would significantly improve efficiency for administrators and support teams by enabling faster auditing, troubleshooting, documentation, and validation of call flow setups across the entire account.
3 votes -
Add Support Documentation Link to Info Icon Beside "Smart ACR" Option
Provide admins with direct access to detailed documentation regarding Automatic Call Recording (ACR) compliance and two-party notification by linking the support documentation to the information icon (i) adjacent to the Smart ACR option in the Admin Portal.
Administrators configuring Automatic Call Recording often need clarification regarding two-party notification requirements, legal compliance, and operational behavior. Currently, admins must search external documentation manually to find details on how two-party notification works with Smart ACR, leading to misconfigurations or unnecessary support tickets.
1 vote -
Performance Reports: Queues and Users
For the Performance Reports, the # Answered count in the Queue report does not match the Total Calls in the User report. It is difficult to determine the true count if the 2 reports don't match.
1 vote -
Be able to determine if an outbound call got routed to the voicemail of the called party
Be able to determine if an outbound call got routed to the voicemail of the called party
1 vote -
Performance reports graph for call queues shows inaccurate data
We need to have an accurate graph representation in the Performance Report for call queues.
We were told that the data aggregation for the queues tab temporarily failed to process the graph properly. When this fails, it is usually due to a temporary synchronization lag between the raw call logs and the analytics engine.
2 votes -
Adoption & Usage > Text (SMS): Should be able to reflect the KPIs according to how it's filtered
There's no option to filter the KPIs. We need to discern the numbers per department.
1 vote -
Add new KPI for Daily Breakdown with Weekly Report
We would like to request the option to add a daily breakdown to the weekly report during initial setup. This would automatically include the daily details whenever they receive the weekly report.
1 vote -
Ability to see Forwarded Calls in Performance Reports
Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.
17 votes -
Extend Number Masking to Personal Call Logs
Feature in Question: Masked Numbers and Hide Location Data
Current Behavior:
Per the current design, number masking in Call Logs applies only to custom roles with access to company-wide or site-wide Call Logs. Number masking does not apply to a user's personal Call Logs. By design, users have full visibility into the call details, including external phone numbers, for calls they personally make or receive.
Requested Enhancement:
Provide an option to extend number masking to users' personal Call Logs, specifically for external phone numbers.
Business Justification:
Some businesses and organizations have security, privacy, and compliance requirements that require external phone…
1 vote -
abandoned calls reporting update
- abandonec calls should only be counted if the caller volunatrily ended he call. Transferring to another que, voicemail, or another person should not qualify as an abandoned call.
- We need a report that we can separate "abandoned calls after 20 seconds" and "abandoned calls before 20 seconds". Soemtimes people call in and hang up in 1-2 seconds and staff dont even have a chance to answer that. It should not count against them.
1 vote -
Real time wait
Have real time wait time back to the mm:ss format in live reports. Previously the wait time was counting minutes and seconds in real time on the que monitor widget., and now it only shows the longest wait time in minutes.
1 vote -
Modify the text in the subscription email
The email generated for report subscriptions contains text that cant be amended. It would be better if we could update this text for each subscription.
16 votes
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