1261 results found
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Add average handle time to business analytics' table section for users dashboard
Add average handle time to business analytics' table section for users dashboard
1 vote -
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.
1 vote -
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
1 vote -
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.
1 vote -
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.
2 votes -
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…13 votes -
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.
1 vote -
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…7 votes -
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.1 vote -
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.1 vote -
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.
1 vote -
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 -
Remove ability to Unsubscribe from Performance Reports Subscriptions
Users are currently able to unsubscribe from Performance Report emails using the unsubscribe link included in the reports. This option should be removed to prevent users from unsubscribing from these reports.
4 votes -
Manager with lower priority in the queue
To have a way to set up a Manager with a lower priority in the RingEX Call Queue.
1 vote -
Business Analytics Widget to have an identifier per call session.
When we export the Call Log Widget, it takes and makes a line for any of the call log entries that you can expand and it makes it look like multiple calls even though that's just the call flow for one call.
1 vote -
Track performance reports usage of users.
It would be great if we could track whether our users are still using the reports under Performance Reports or if you're seeing any traffic under Business Analytics from our users.
2 votes -
Increase Data Retention of text message
Customer wants to increase the 5,000 messages for every user in each of these folders: Inbox, Outbox, Sent, Deleted. She wants to keep old messages as she needed it for her business.
4 votes -
Live Report should show amount of time since last call.
I'd like to look at a report that shows me agent1's last call was 10 seconds ago and agent2's last call was 15 minutes ago. Time between calls would be very helpful!
1 vote -
Audit trail should have traces of changes made to the account
Audit trail should have traces of changes made to the account. Right now is designed primarily to track account-wide, administrative configuration changes made via the Admin Portal
But it would be better if it will show all the changes including who deleted certain messages, What changes have been made and who made the changes and any other changes made by user or any admin.
1 vote -
It would be great to have the capability to create a Performance Report and have other members of the admin team be able to see and modify
Group Admin read/write access to all Performance reports.
4 votes
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