1267 results found

1. Audit Log for TCR Campaign Changes

   Make the audit log more verbose for when phone numbers are added/removed from TCR Campaigns. Currently the log only says "X number(s) was/were assigned to registration XXXX"

   It would be nice if the actual 10 digit number was also included in the logs, and if the "change made to" would show the extension that the number is tied to (if it is assigned to an extension).

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2. Customer Visibility into Outbound Call Failure Diagnostics

   Summary
   Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

   Business Need
   Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

   Requested Functionality

   Display the call failure point within the Call Log or Analytics portal.
   Show the SIP response code and a user-friendly explanation (e.g., "Rejected by destination carrier," "Destination network unavailable," or "Blocked by receiving carrier").
   Identify whether the failure occurred within the RingCentral platform or after the call was handed off to a partner or destination carrier.
   Allow administrators to export or download these diagnostic details for troubleshooting and recordkeeping.

   Benefits

   Reduces time to identify the source of outbound calling issues.
   Enables customers to distinguish between RingCentral platform issues and external carrier/network issues.
   Decreases support case volume for outbound call investigations.
   Improves transparency and customer confidence during troubleshooting.
   Accelerates resolution by allowing customers to engage the appropriate carrier when necessary.

   Use Case
   A customer experiences outbound calls that receive intercept or congestion messages. By reviewing the call diagnostics in the portal, the administrator can immediately determine whether the call was successfully routed through RingCentral and rejected by the destination carrier, eliminating the need to open a support case for initial verification.

   Summary
   Provide administrators and support personnel with access to outbound call diagnostic logs that indicate where a call failed (e.g., RingCentral platform, partner carrier, or destination carrier/network) and the associated SIP response or failure reason.

   Business Need
   Customers frequently encounter outbound calls that result in intercept or congestion messages. Currently, they must contact RingCentral Support to determine whether the issue originated within the RingCentral network or was caused by a downstream carrier. Providing greater visibility into call failure details would enable customers to perform initial troubleshooting independently and reduce support interactions.

   Requested Functionality

   Display the call failure point within the… more

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3. Bulk updating/copying Business Analytics dashboards

   I would like to be able to edit the table for the default dashboard (queues, users, etc.) and be able to apply that as a template to selected "My dashboards."  I have over 200 dashboards and subscriptions, so making a change to this table and applying it to all of my dashboard is very time-consuming. The ability to bulk update is desired.

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4. KPI for calls transferred externally

   We need a report or KPI that shows the number of calls that are being transferred externally as a result of hold time or because they chose an option that transfers to an external number

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5. Dynamic "Last Full Week (Mon-Sun)" Relative Date Filter for Analytics Report Subscriptions

   Summary
   Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
   Problem Statement
   Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
   Current Limitations
   1. Static Custom Date Ranges
   When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not advance as new weeks pass.
   2. Timestamp-Dependent Relative Filters
   Existing relative date options such as "Last 7 Days to Date" calculate report boundaries based on the exact date and time the subscription was created or modified. As a result:

   Reports may end at a specific hour rather than at the end of the day.
   Weekly reports can contain partial-day data.
   Users may receive less than a full seven days of reporting data.

   1. Data Truncation Issues Reports frequently exclude valid data due to boundary calculations tied to the configuration timestamp. This can result in:

   Missing hours from the final reporting day.
   Incomplete weekly reporting periods.
   Inconsistent metrics between reporting cycles.

   1. Inefficient Administrative Workarounds To obtain a complete Monday-through-Sunday report, administrators must often create or update subscriptions immediately after midnight. This workaround:

   Is operationally impractical.
   Creates dependency on manual intervention.
   Introduces risk from time zone differences between users and backend processing systems.

   roposed Enhancement
   New Relative Date Filter
   Add a predefined date filter option:
   Last Full Week (Mon-Sun)
   This option should be available anywhere Analytics report date ranges are configured, including automated report subscriptions.

   Functional Requirements
   1. Dynamic Weekly Boundary Calculation
   The filter should automatically calculate the most recently completed calendar week based on the account's configured time zone.
   Start Boundary

   Previous Monday
   Time: 12:00:00 AM

   End Boundary

   Previous Sunday
   Time: 11:59:59 PM

   Example
   If a report is generated on Monday, July 6, the reporting period should automatically be:

   Start: Monday, June 29, 12:00:00 AM
   End: Sunday, July 5, 11:59:59 PM

   1. True Rolling Automation The reporting period should automatically advance by one week on each execution without requiring users to:

   Edit the subscription
   Re-save report settings
   Reconfigure date filters

   Each scheduled run should dynamically evaluate the most recently completed full week.

   1. Decouple Configuration Time from Data Selection Report boundaries must be determined exclusively by calendar-week logic and the account time zone. The following must have no impact on the selected reporting period:

   Report creation time
   Report modification time
   Subscription save time
   Scheduled delivery time

   For example, a report scheduled for Monday at 8:00 AM should still return data for the complete prior Monday-Sunday period.

   Expected Business Benefits
   True Report Automation
   Eliminates recurring manual date adjustments and enables reliable week-over-week reporting.
   Improved User Experience
   Removes the requirement for administrators to perform configurations at specific times, such as shortly after midnight.
   Accurate Performance Metrics
   Ensures reports consistently contain complete weekly datasets without truncated or partial-day data.
   Reduced Support Volume
   Addresses a common source of reporting confusion, minimizing support cases related to incomplete reporting periods, time-based filtering behavior, and time zone discrepancies.

   Success Criteria

   A user can select "Last Full Week (Mon-Sun)" when creating an Analytics report subscription.
   Reports always return data from the most recently completed Monday-Sunday period.
   Date boundaries are based on the account's configured time zone.
   Reporting periods automatically advance each week without user intervention.
   Scheduling or editing a report does not alter the underlying reporting window.
   Weekly reports contain complete, non-truncated datasets.

   Priority: High
   Category: Analytics / Reporting Automation
   Business Impact: High – Improves reporting accuracy, user experience, and subscription reliability while reducing ongoing administrative overhead and support escalations.

   Summary
   Introduce a native relative date filter called "Last Full Week (Mon-Sun)" for Analytics reports and automated report subscriptions. This filter would automatically generate reports covering the most recently completed calendar week, eliminating manual date range maintenance and preventing data inconsistencies caused by configuration timestamps.
   Problem Statement
   Current reporting options do not provide a reliable method for automatically delivering complete weekly performance reports.
   Current Limitations
   1. Static Custom Date Ranges
   When users configure a report using a custom date range, the selected dates remain fixed indefinitely. Automated subscriptions continue to send data for the same historical period and do not… more

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6. access meeting reports in analytics without changing roles

   All type of admins (super admin, phone system admin, Etc.) should have access to all analytics reporting without changing roles

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7. Need AI Notes not being tracked

   We notice that the Audi trail will not track if the AI Notes are enabled. THanks

   2 votes

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8. add all the KPI options to the table builder like total handle time and avg handle time

   add all the KPI options to the table builder like total handle time and avg handle time

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9. Add average handle time to business analytics' table section for users dashboard

   Add average handle time to business analytics' table section for users dashboard

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10. Allow regular users to view queues in Business Analytics

    Allow regular users to view Call Queues in Business Analytics without granting them manager or admin permissions to the queues or changing their user role to super admin.

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11. Retrieve Report from the system was established up to the current date

    Retrieve Report from the Contact Center was established up to the current date

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12. Need to be able to toggle between light and dark mode

    The ability to toggle between light and dark would be helpful especially during different times of the day.

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13. 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.

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14. Add Explicit "Do Not Disturb (DND)" Agent Status Metric and Breakout to Live Reports Dashboard

    As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.

    Current Pain Points & Behavioral Gaps:
    Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state directly into the generic "Unavailable" bucket.
    To see if an agent is actually in DND, supervisors have to change their dashboard configurations to "Expanded View Mode" or guess based on call routing behavior. Because "Unavailable" conflates multiple backend states (such as being manually logged out, system timeouts, network disconnections, or DND), leadership lacks real-time, actionable visibility into what their staff is doing at any given second.

    Proposed Solutions / Enhanced Capabilities:
    Capability 1: Standalone DND Column/Widget Metric
    Introduce a dedicated DND column to the Agent Details widget and include a unique DND counter block in the Agent Counts overview scorecard.

    Capability 2: Granular Status Breakdown Mapping
    Update the Live Reports backend data engine to parse out the strict DND state from other "Unavailable" triggers. When an agent turns on DND, their individual live status row should explicitly change to a distinct color/label (e.g., a hard red indicator labeled "Do Not Disturb" or "DND").

    Capability 3: Specific Filter Thresholds
    Add a dashboard filter toggle that allows supervisors to selectively view or isolate only agents who are currently on DND, streamlining remote team management and floor coaching.

    As a Supervisor utilizing RingCentral Live Reports, I want the dashboard to display an explicit "Do Not Disturb (DND)" status label or column for agents, rather than grouping them under the generic "Unavailable" category. This will allow me to immediately distinguish between an agent who is missing/out-of-office versus an agent who has intentionally toggled their application or hardware deskphone to DND to complete offline work, handle an escalation, or manage a brief break.

    Current Pain Points & Behavioral Gaps:
    Currently, when an agent activates "Do Not Disturb" (DND) on their RingCentral app or physical deskphone, Live Reports aggregates this state… more

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15. video meeting

    Detailed information for video meetings in Analytics such as the Total Talk Time per User during that meeting, and a detailed view of how long each meeting lasted, how long the agent talk the meeting ID the Start and End Time.

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16. Support Multi-Dimensional Grouping and Outbound Queue-Mask Tracking in Business Analytics Pro

    As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.

    Current Pain Points & Behavioral Gaps:
    Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound dialing campaigns while utilizing the Queue’s phone number as their Outbound Caller ID mask, Business Analytics Pro logs those metrics exclusively under the individual User dimension. Selecting the Queue or Queue Agents dimension for outbound metrics yields zero results. This prevents leadership from assessing the true total volume (Inbound + Outbound) generated by a dedicated queue's operational footprint.

    No Multi-Dimensional (Nested) Group Bys: The analytics interface currently restricts reporting widgets to a single "Group By" dimension. Users cannot view an overarching Queue dimension nested with a secondary User dimension in the same data grid. While a filtering workaround exists to isolate users by a single queue, it prevents administrators from viewing a master, comparative matrix of all queues alongside their respective handling agents simultaneously.

    Proposed Solutions / Enhanced Capabilities:

    Capability 1: Outbound Caller ID Mapping to Queues (Metadata Routing):
    Introduce a backend metadata tracking option where any outbound call initiated by an extension utilizing a verified Call Queue number as their Outbound Caller ID mask attributes that specific outbound metric to the corresponding Queue container. This will allow the Queues and Queue Agents dimensions to display valid data when toggled to "Outbound" filters.

    Capability 2: Multi-Dimensional Pivot Reporting (Nested Group Bys):
    Enhance the charting engine in Analytics Pro to support a secondary "Group By" sub-dimension. For example, allow users to select Group By: Queues ➔ Then Group By: Users. This will output a structured hierarchical tree or nested data table mapping metrics like Total Calls, Talk Time, and Hold Time comprehensively across both organizational layers.

    As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.

    Current Pain Points & Behavioral Gaps:
    Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound… more

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17. park location timeout

    Give super admin the ability to choose the park location timeout.
    Currently its set by default to 5 mins before it rings back to the extension that put the call in park. The only way to change it is to call and/or put in a ticket and the technical support rep is able to change it.

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18. choose who can see live reports

    Be able to designate who can see a live report dashboard the same way you can choose who can see a created dashboard is Business analytics.
    Currently the privacy settings are [Public] and [Private]. In business analytics there's a third option [Shared] which then allows you to choose the designated agent/users.

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19. Add emails when opening cases

    When submitting a case, allow users to add additional emails that should be copied on the case when it's created.

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20. 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

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