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  1. Ability to track on audit trail to see who sent an external invite when a user or a super admin send an external invite to create a free account

    1 vote

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  2. Ability to calculate the ring time, hold time, and live talk time from the call log. I'm trying to analyze individual calls and need help finding a reliable way to determine what the ring time and live talk time is from the call log data.

    4 votes

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  3. Currently, when the call goes through a call queue and there are multiple users who were offered the call, they all show up in the reports in the Analytics Portal. There should be a report filter that would only show the user extension that answered the specific call and would count as one call to avoid confusion in the reporting.

    1 vote

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    New  ·  0 comments  ·  Subscriptions  ·  Admin →
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  4. Ability to send subscriptions ad hoc vs waiting for the next top of the hour. Have an option to 'Send now'.

    1 vote

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  5. SMS being a hot-button item these days, it would be helpful if there was an option so that we can determine who in our company is using the feature. At this time only log files are available for SMS.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  6. Ability to add user extension instead of DID in the callers section of custom rule. The customer doesnt use phone# when caller each other internally but only extension number that's why they wich to have an option to add an extension as an option for the "callers" section of custom rule.

    2 votes

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  7. The ability to generate a report in SFDC displaying the last recorded MRR of an account before it churns or drops to zero. This would help track the total churn rate and measure MRR attainment effectively and seamlessly.

    1 vote

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  8. If a call queue is forwarding a call during business hours via custom rule, the call is being tagged as abandoned. It should not be tagged as abandoned because the call was answered by the forwarding number.

    1 vote

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  9. Show ringing time and live talking time separately for outbound calls. Currently, ringing time is combined in live talking.

    1 vote

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    New  ·  0 comments  ·  Adoption & Usage  ·  Admin →
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  10. Export Adoption & Usage

    4 votes

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  11. I would like the ability from an admin access page download all voice recordings for specific extensions that are about to exceed the predefined archive value. We need wire recordings for over a year and it would be nice to download them in bulk by an admin instead of the user downloading then one at a time.

    1 vote

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  12. To have the option for downloading SMS logs per user extension

    1 vote

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  13. In order to have a more proficient and accurate reporting, auto forwarded or transferred calls should not show as missed on the prior extension where the call originated. This prevents the report to misidentify missed and transferred calls.

    1 vote

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  14. Need the ability to review performance and exclude calls flagged as potential spam from the stats

    1 vote

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  15. Ability to generate a list of work hours for all users.

    2 votes

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  16. Enable call data from Limited Extensions to be included in Analytics Reporting, allowing businesses to:

    Monitor call activity for Limited Extensions.
    Generate reports for internal tracking and auditing.
    Gain insights into overall system usage and performance.

    1 vote

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  17. It is easy to save a particular report in Performance Reports tab in Analytics portal since I don't need to go back and filter the specific date that I want to look for but instead I can just save and no need to filter the date again. Must have the same option under Business Analytics tab since the only option there is either subscribe or download.

    1 vote

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  18. With in the OQS you cant see any information if they are a contact centre users, it would help to have this information in the QOS then if a user is having issues we can gather more information from here.

    1 vote

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  19. On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.

    Sample report wherein the digital interactions were counted as handled:

    Interactions details report
    Interactions overview report
    Agent Activity Report

    It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).

    2 votes

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  20. Currently customers do not have the capability to download the Dashboard on RingCX Digital Analytics.

    The customer is requesting to have the ability to download the Dashboard as .xlsx or .csv.

    They are using this report to do forecasting so that they will know how many agents they need on a particular day.

    2 votes

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