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  1. 1 vote

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  2. no widget showing answers to outgoing calls.

    1 vote

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  3. The ability to edit all the global filters in Business Analytics dashboards created by someone else and shared with others. Right now, there is view-only access and the ability to duplicate the report. We'd like to minimize the # of ad-hoc reports being used by Supervisors, and instead allow one dashboard of all widgets exec leadership deems critical, with the option to filter the global filters so that any one given Supervisor can see (1) their team's performance, and (2) within whatever date range they require.

    1 vote

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  4. abandoned callbacks...if a user is able to connect to a queue and drops within 5 min or less, can the system be built to perform a callback? and add it as a reporting metric?

    1 vote

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  5. Allow Analytics Data to be pulled via API

    The customer would like to retrieve analytics details via API in order to check the call disposition per user

    2 votes

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  6. I need to be able to see all numbers to keep track of usage analytics.
    A report that will show the minutes usage of each toll free numbers or numbers.

    2 votes

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  7. In the Business Analytics tab, we are wanting to get a trend graph that would show call volume split by every quarter hour (15 minutes) to allow us to better plan out lunch timings for our agents.

    1 vote

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  8. Customers should have the option to run a scheduled report on the information provided by the Audit Trail instead of having to manually filter options and download them each time.

    7 votes

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  9. 1 vote

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  10. Currently, users can only view same-day 'Voice Transcription' but not prior dates which will allow Quality Analyst, Managers, Supervisors, and Workforce Management to access the 'Voice Transcriptions' hence the feature request, thank you.

    1 vote

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  11. Please consider providing some kind of visibility in call logs for the calls you block. Our issue is that the blocking is apparently too aggressive and effectively preventing many healthcare facilities from sending us faxes. Our staff have been sending us complaints such as "lots of places telling us the faxes are not coming through and are failing" but call logs show nothing. Note that fax is widely used in healthcare because many email systems are not HIPAA compliant.

    1 vote

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  12. The capability to select what details will show on the downloaded user list file.

    1 vote

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  13. Giving a user the ability to select any user within performance reports and not being limited to only the users of call queues they manage. The workaround provided by support is to create a new account that is not a manager of any call queues, so all users are available to select.

    7 votes

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  14. Update the locked user access email being sent to the Super Admin email.

    The super admin email is notified when an extension gets locked out for an incorrect password. The email received contains a way for the user to reset their extension, however, it doesn't fit for the admin to reset it. The content should inform the admin that there is an attempt to log in to the account multiple times resulting in being locked out.

    Admin should be informed to contact the agent if it's valid and help them reset the password if they initiate it. Otherwise, it is…

    4 votes

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  15. According to the description of Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail.

    Customer requesting to separate the "hung up before the call" and "went to voicemail" on the Reports.

    1 vote

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  16. I need to be able to set up an alert that will notify me if there are no agents logged in during business hours.

    Currently there is no ability to set up an alert when no agents are logged in.

    1 vote

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  17. I need the data on the number of minutes of calls made from all the numbers under our account for each month in the past six months. There are no Reports for those metrics.

    1 vote

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  18. We are hoping to have the capability anywhere in the Analytics Reports to search for records of an external number and be able to view in a tabulated form the following details:

    1. The number of inbound and outbound calls on an external number being searched.
    2. The list of users that had a transaction on the external number being searched, inbound and outbound.
    3. The number of transactiions, inbound and outbound, total lenght of time, and average time per transaction.

    Thank you.

    5 votes

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  19. Call records in the RingCentral app should include timestamps for ALL calls received, not just those received on the day the query is run.

    1 vote

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  20. Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.

    While the call log inside the portal gives a view on these types of calls , it does not provide enough insights…

    1 vote

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