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  1. We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.

    We also need to report monthly on the number of calls lasting…

    2 votes
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  2. This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.

    1 vote
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  3. Any way we can log on/off members from the queue?

    1 vote
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  4. SMS Log needs to be able to be filtered by status. You can filter by all other fields but tracking failed texts is critical to our company. We have to contact Ring Central Support to track failed numbers and it becomes difficult to track failed texts en mass.

    1 vote
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  5. have our company brand on ring central performance reports

    We would like to brand the performance reports with our company logo when exported to pdf

    1 vote
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  6. have our company brand on ring central performance reports

    We would like to brand the performance reports with our company logo when exported to pdf

    2 votes
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  7. Business Analytics, Table widget, Users rows. Add a column type that displays what User Group or Department the user belongs to.

    1 vote
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  8. Requesting to export a full report of all active call queues with manager names assigned to each.

    1 vote
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  9. Hello Team,

    I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

    Request:
    Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

    Background:
    The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

    1 vote
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  10. Hello Team,

    I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

    Request:
    Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

    Background:
    The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

    1 vote
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  11. It should have options where average hold time and average call park are also available per call, per user.

    1 vote
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  12. If able to see time someone spends in DND then it makes it more effective to performance manage when they can be shown the data. This will also allow targets to be set for team members for time spent in DND whilst on their shift.

    1 vote
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  13. The customer would like to access more than 1 year of historical call data. That is being used for a company investigation and audit.

    1 vote
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  14. We recommend adding the names of the users who missed the calls to the missed call notifications sent via email, for better visibility and tracking.

    1 vote
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  15. Some calls that do not fit the criteria to display an N/A call score marking are still marked with an N/A overall call score.

    Sometimes we do not recieve data for certain legs of the call, which results in the N/A call scoring.
    Customers would still like to easily filter these calls based on the legs that we DO have data for.

    Suggest that in any non true N/A call scoring, we ignore legs of the call where appropriate data was not collected and provide a Good/Moderate/Poor indication based on the legs of the call that we do have applicable…

    7 votes
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  16. "manual outbound caller id" be added as a selectable field/filter in reports for RingCX.

    2 votes
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  17. 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.

    14 votes
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  18. We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.

    1 vote
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  19. On historical dashboards, it would be great if different information could be configured similar to the way we do it in the historical reports. For example, if the historical dashboard includes a graph, I would like to be able to customize it to remove columns that I don't need (i.e. Agent Group, Agent ID, Agent Group ID).

    2 votes
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  20. Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.

    1 vote
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