1334 results found
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Agent Availability Reporting
There needs to be a report that gives agent's daily, weekly, monthly, availability to take calls. Live reports shows this, but I should be able to use the data to see when my agents were available in the past and I can then ask them why they were logged off.
1 vote -
Site level audit trail
The Problem:
Site Admins cannot view the Audit Trail unless their role domain is changed to Company scope. Setting them to Company scope gives them access to audit logs across all company sites, creating a privacy and security issue.
Requested Feature:
Allow users with site-level roles (e.g., Sites: City Hall) to access the Audit Trail, but filter the log entries so they only see activity and changes for their assigned site.
1 vote -
Performance Reports Queues Custom Columns
Analytics to include columns "# Transfer" and "% Transferred" as well additional column(s) for when calls transferred from one queue to another
1 vote -
Ability to Filter/Export Only Chargeable Calls & Single Monthly Summary Export for High-Volume CDRs
When high-volume enterprise accounts attempt to export monthly Call Detail Records (CDRs) for billing reconciliation, the portal automatically splits the dataset across dozens of separate files due to line-limit thresholds. This creates significant administrative friction for partners and customers who only need to audit billable usage, as they must manually download and merge many individual files to calculate monthly fees. We request an enhancement to allow users to filter reports specifically for "Chargeable Calls Only" prior to triggering the export. Excluding free and internal calls beforehand will drastically reduce file sizes, enabling a single, consolidated monthly usage report that streamlines…
9 votes -
The call log reports should show names for the toll-free numbers we created
We need call log reports to show the names we set for each toll free numbers
1 vote -
RingSense: Reporting Issue
Currently, when a call hits an extension configured with Simultaneous Ringing (e.g., Ext 101), RingSense attributes the entire call session, AI summary, and metrics strictly to Ext 101. It does not record which user/extension physically answered the call.
Modify RingSense ingest logic to capture the answered_by SIP endpoint / user extension ID from the call session state rather than the initial target extension (Ext 101).
3 votes -
Historical Reporting for Message-Only Lines
Add historical/trend reporting for Message-Only Lines within Live Reports (or Analytics Portal). Currently, the Admin Portal only shows a real-time snapshot — total messages in the box and the number still unaddressed — with no way to view this data over time.
For contact centers using Message-Only Lines as an overflow or after-hold outlet, historical reporting is critical to understanding call access patterns. Without it, we can't accurately distinguish between:
Patients who proactively chose voicemail instead of holding, and
Callers who were forced to voicemail after exceeding hold-time thresholdsThis distinction directly affects how we measure and report on call…
17 votes -
Yealink T54W/T4U Series: One-Touch Handset Button for Manual Night/After-Hours Mode
Summary
Requesting the ability to configure a dedicated line key / DND / BLF button on Yealink T54W (and T4U series) handsets that allows staff to manually toggle the main company phone line between standard business hours mode and the After-Hours IVR menu with a single button press.Business Use Case & Value
Currently, automatic business-hour schedules handle standard open/close times, but they do not accommodate unpredictable operational changes such as staff taking lunch breaks or leaving early. Having a physical "Night Button" on the front desk or main handsets will allow employees to instantly route incoming calls to the…5 votes -
Add global administrator control to disable "Invite to RingCentral" for all users
Problem: Administrators currently can't remove or hide the "Invite to RingCentral" option within the application for any / all users in an account.
Impact: This lack of control makes it hard for organizations to manage external invitations and enforce strict communication policies. And to only have Ring Central in house.
Requested Solution: Please add a global administrator setting in the admin portal to completely hide or disable the "Invite to RingCentral" capability for all users across the entire account.
1 vote -
Filter for calls abandoned after IVR but before queue selection
Calls that can be filtered by "Abandoned" must have been waiting in a queue. No filter option or report record of inbound calls Answered/IVR but abandoned prior to queue selection.
There is a discrepancy between reports pulls from Company Numbers and Business Analytics because Business Analytics does not record calls that are Answered/IVR
1 vote -
Enable Multi-Call Queue Reporting, Saved Reports, and Scheduled Subscriptions
Currently, RingCentral administrators have limited reporting options when analyzing call queue performance and membership across multiple queues. Additionally, reports within Adoption & Usage analytics cannot be saved for future use or automatically delivered on a recurring schedule.
It would be valuable to enhance reporting capabilities by allowing administrators to:
Generate a single report across multiple call queues and their associated members.
View queue membership, call activity, user participation, and usage metrics in one consolidated report.
Filter reports by multiple call queues, sites, departments, or users.
Save customized report configurations, including selected queues, members, filters, columns, and date ranges.
Create report…
1 vote -
Save and Subscribe to Adoption & Usage Reports
Currently, the Adoption & Usage reports in RingCentral Analytics must be manually configured and generated each time they are needed. This creates additional administrative effort, especially for recurring audits and operational reporting.
It would be beneficial to add the ability to:
Save customized Adoption & Usage report configurations, including filters, date ranges, user selections, and report criteria.
Create report subscriptions that automatically generate and deliver reports on a scheduled basis (daily, weekly, monthly, quarterly, or custom intervals).
Send reports via email to designated recipients or distribution lists.
Allow administrators to manage, edit, pause, or delete saved report subscriptions.
Support report…
1 vote -
Ability to pull email address from the digital channel for reporting
We need a report that will allow us to report off of the email addresses. Specifically, the email domain so we can better understand which clients are emailing.
1 vote -
Phone Number-Level Call Duration Report in RingEX Analytics
To be able to generate a report showing call activity (inbounnd and outbound) and call duration for all phone numbers, with the ability to filter the results by department and a specified date/time range.
3 votes -
custom role can only access selected call queue on analytics
Wants to have an option to have selected call queues visible to the said custom role. an option to hide specific call queues on that custom role
4 votes -
reverse caller id lookup
When someone dials my RingCentral number, it should provided/perform real-time reverse lookups for numbers typed into the keypad, so the caller ID name of my company shows up on the person's phone who is trying tio dial my company's number
2 votes -
Add "Average Speed to Answer" (ASA) Metric to Business Analytics Pro Company Numbers
- Business Need & Problem StatementThe customer utilizes Business Analytics Pro to manage performance and track service metrics across various business units. They require the ability to measure Average Speed to Answer (ASA) sliced directly by individual Company Phone Numbers.Currently, when marketing campaigns, regional lines, or specific line-of-business DIDs point to shared response targets, stakeholders cannot evaluate wait times or answering performance based on the specific entry phone number the customer dialed.2. Product GapIn Business Analytics Pro > Performance Reports > Company Numbers, users have access to metrics such as Inbound Calls, Missed Calls, Avg Ring Time, and Handle Time, but…
5 votes -
Add "Average Speed to Answer" (ASA) Metric to the Company Numbers Performance Report
Business Need & Context
The customer needs to track Average Speed to Answer (ASA) sliced by specific Inbound Company Phone Numbers. They run marketing campaigns, regional DID numbers, or line-of-business numbers and need to evaluate service performance and caller wait times based on the entry phone number dialed.Current Limitation
In RingCentral Analytics, Average Speed to Answer (ASA) is only calculated at the Call Queue or User endpoint level. The Company Numbers Report (Analytics > Performance Reports > Company Numbers) provides volume and duration metrics (Inbound Calls, Missed Calls, Total Handle Time, Avg Ring Time), but it lacks an ASA…
8 votes -
Ability to Export/Download Call Logs directly within the RingCentral App
Add a native export button within the RingCentral desktop app's Phone > Calls tab, allowing users to download call logs directly into a CSV or PDF file. Currently, users are forced to leave the desktop application and log into the web-based RingCentral Admin Portal under Analytics/Reports to pull call history data, which creates unnecessary steps for routine admin tasks. Adding a simple export option or multi-select functionality—similar to the app's existing text message and voicemail download features—would streamline daily workflows, make client record-keeping much faster, and eliminate friction for desktop users.
5 votes -
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
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