1320 results found
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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…
7 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 -
Send notification when license or number inventory drop below a threshold.
We use MS 365 to automatically add new users to our RC account. It has failed when our license or number inventory runs out. This is bad for us and for RingCentral as it causes friction in the workflows. Similar to a balance for international calling drops below a threshold, I'd like a notification when my license or number inventory drop below a threshold.
1 vote -
Live Reports - Additional KPI or Widget to View Customers Actively Waiting for a Callback
We are currently unable to see how many customers are actively waiting for a callback in our queue. This makes it difficult for us to accurately estimate customer wait times and determine when additional staffing or adjustments may be needed.
Ideally, we would like a Live Reports widget that displays the current number of customers waiting for a callback, similar to how we can see the number of callers currently waiting in our General and Membership Management queues.
3 votes -
Add call Monitor reporting to Analytics so we can see who is montoring agents.
Add call Monitor reporting to Analytics. We would like to see who is monitoring agents and when they conduct the monitoring.
1 vote -
Combined Analytics Report for Video and Calls
We're looking for a combined average handling time report of voice calls and video calls.
1 vote -
On the detailed call log when you customize or even keep the default view, the format should allow you to view the whole log without having
On the detailed call log when you customize or even keep the default view, the format should allow you to view the whole log without having to scroll all the way down to the bottom to toggle over. I removed columns so there is plenty of room to display it on one page but the formatting shrinks and you still have to scroll all the way down and then toggle over
1 vote -
Exportable Report for Active Custom Answering Rules
Product Area
RingEX (Admin Portal & Analytics)Problem Summary
There is currently no report in the Admin Portal or analytics suite that identifies which extensions have active Custom Answering Rules. Administrators must manually open and check every individual User, Site, and Call Queue extension to review routing logic, creating significant operational friction during routine audits.Proposed Solution
Introduce an account-wide report or filter within the Admin Portal that detects active Custom Answering Rules and allows administrators to export the findings.Key Requirements
Multi-Level Scope: Capture custom rules configured across Users, Sites, and Call Queues.
Export Functionality: Download results in CSV…
1 vote -
Average Wait time for business Analytics
Average Wait time KPI for business Analytics
1 vote -
page refresh
when u go in to performace report and call log when it refresh it goes to yesterday ....needds to stay on page
1 vote -
Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.
Combine queue and users statistics to be able to see a user's performance within individual queues they receive calls from.
1 vote -
Request to include carrier information in Call logs
Please include carrier information in Call logs and improve result tagging if issue is on external number being called
1 vote -
Better filtering for Notable Silence on calls
Customer would like the ability to search for calls that have a filterable/defined instance of notable silence, but doesn't want to search based on Cumulative notable silence. In this example, customer would like to filter their calls for all calls that have an instance of more than 10 seconds of notable silence within the call, not 10 seconds of accumulated notable silence.
2 votes -
Performance Reports - SLA calculation
Issue:
Managers using Performance Reports in the RingEX Analytics page have reported that queues with zero calls received are currently displayed with an SLA of 0%.
When a queue has no calls received, there are also no calls answered, abandoned, or processed within or outside the SLA threshold. In this scenario, the SLA calculation effectively results in 0 ÷ 0, which mathematically has no defined result. However, the system currently displays the SLA as 0%.
Business impact:
Displaying 0% SLA for queues with no call activity negatively affects the overall SLA reporting for the department.
Managers may interpret the 0%…
3 votes -
Add alert option for call queue overload
Add configurable alerts for call queue overload so administrators can define thresholds for when a queue requires additional staffing support. For example, trigger an alert when 3+ callers are waiting in a queue at the same time and/or when the longest wait time exceeds a defined number of minutes.
Alerts should ideally be configurable by queue and delivered to selected users via desktop/mobile notification, SMS, or email.
This would allow us to quickly initiate “all hands on deck” coverage during unexpected call surges rather than relying on someone to manually monitor the queue. It would also allow us to track…
1 vote -
Retrieve Call Logs of Deleted Users
Request
Provide administrators with the ability to retrieve or export call logs associated with users after the user has been deleted.
Description
Currently, once a user is deleted, their associated call history may no longer be accessible through the standard call log interface. This creates a significant challenge when administrators need to retrieve historical call information for auditing, reporting, compliance, or investigation purposes.
The requested enhancement is to retain the call log records associated with deleted users and allow authorized administrators to search, view, and export those records.
Requested Functionality
Allow Super Admins or authorized administrators to search for deleted…1 vote -
Expanded Business Analytics Access for Call Queue Managers
Description:
Allow managers to access Business Analytics reports for users or call queues outside their assigned queue without requiring Super Admin privileges.Current Limitation:
Only Super Admins have full visibility across all users. Managers are limited to the users within their assigned call queues.Requested Enhancement:
Add more granular Business Analytics permissions so admins can grant managers broader or specific reporting access without giving them full Super Admin access.Benefit:
This would allow managers to monitor multiple teams or queues while maintaining appropriate security and role-based access controls.2 votes
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