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158 results found

  1. Call queue availability even I am signed out to all platform.

    My extension still shows available in a call queue even though I forced logged out and I am not logged in to any RingCentral applications anymore.

    I don't think it make sense that you would still be available if you are already logged out to all platforms. Kindly have that feature where if you are logged out to everything you should automatically be considered as unavailable, instead of just the DND feature.

    1 vote
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  2. Call Log Export Scheduling Options

    RingCentral should offer the ability to schedule automated exports of call log reports at flexible intervals, including every 15 minutes, rather than being limited to hourly or daily schedules.

    1 vote
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  3. Remove users from saved report that have been moved to another call queue

    Ability to remove users from saved Performance Reports that have been moved to another Call Queue

    14 votes
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  4. Reports

    A customer wants to have reports filter regarding the total number of calls base on the context of scheduling an appointment.

    1 vote
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  5. Handle time for Outbound Calls | Performance Reports | Analytics

    Feature Request: Display Handle Time for Outbound Calls in Analytics Performance Reports

    We would like the Handle Time for outbound calls to be included in the Handle Time column within the Performance Reports – Calls tab in Analytics.

    Currently, this column only displays Handle Time (In), which reflects inbound calls only. Outbound call handle times are not included in this column.

    While we understand that we can click on individual outbound call records to view the actual talk time, this method does not support efficient reporting.

    We are requesting that Handle Time for outbound calls be displayed in the Handle…

    2 votes
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  6. A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned.

    I'm looking for a report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    1 vote
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  7. A report that shows calls deflected from one queue to another, along with how many of those were answered and how many were abandoned

    A report that shows calls deflected from one queue to another, along with how many of those calls were answered and how many were abandoned. The goal is to identify how many calls originally intended for a specific queue are ultimately handled elsewhere.

    1 vote
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  8. time

    Please add the ability to see the order of agents in the call que.

    1 vote
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  9. Re-enable 90-day retention for HIPAA accounts where requested. Provide a secure, HIPAA-compliant option to store recordings beyond 30 days,

    RingCentral's current policy for HIPAA-compliant accounts is a 30-day retention period for call recordings. This is an internal policy designed to minimize the risks associated with storing Protected Health Information (PHI). And not really to comply with Hipaa policies cause IPAA does not specify a universal data retention period for all types of protected health information (PHI). However, it does require covered entities to maintain documentation related to their privacy and security practices for a minimum of six years.

    These capabilities are not currently available for HIPAA-compliant accounts. Since the 30-day retention is an internal RingCentral policy, only our developers…

    1 vote
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  10. Allow

    Develop an audit trail so a report can be run to determine if and when a user is listening to someone else's phone calls.

    1 vote
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  11. Improve Call Termination Reporting to Clearly Identify Caller Hang-ups for spog transfers

    Currently, when a call ends due to the customer hanging up during a Single Point of Gate (SPOG) transfer — a scenario where the customer calls Agent 1, who then puts the customer on hold and calls Agent 2 to create a three-way call — the call report shows the Term Party as System rather than the actual caller. This occurs because when the customer hangs up during the transfer, both agents are disconnected, and the system ends the call on their behalf.

    This reporting behavior makes it difficult to determine if the call was actually terminated by the customer…

    1 vote
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  12. Allow widgets to display data when clicked over hovered over.

    I would be nice if when viewing a widget, you could hover over or click into the widget to see more details. For instance, in the agent count widget, you could see what agents they are counting in the number displayed.

    1 vote
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  13. Business Analytics - Would be great to see all numbers, not just company numbers.

    In Business Analytics, the dashboard can only filter through DIDs that are configured in "Company" site. Would be great to get data on DIDs that are on other sites.

    1 vote
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  14. Would like to monitor agent activity on a daily basis, each month, year over year

    Would like to monitor agent activity on a daily basis, each month, year over year

    right now have to pull the report daily and can only do so for 6 months - can't go back in time
    with a business that is yearly vs monthly or quarterly - -I can't compare call volume sametime last year

    1 vote
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  15. adding rows to live reports

    Adding these settings in the report when exporting all users:

    • "in company directory" box is checked

    -"forward to extension" is turned on

    1 vote
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  16. Analytics and call logs - Align the call logs and analytics in Salesforce

    We’ve noticed an issue with how call durations are being recorded in Salesforce via RingCentral.

    In our setup, call logs are attached to Salesforce tasks and are used to track KPIs. When a customer calls in and is placed in a queue (e.g. when the user is busy), the system records the call time from the moment the customer hears hold music. However, Salesforce is logging this total time rather than the actual duration of the conversation between the user and the customer.

    For example, in a recent call:

    The customer is in a queue, waiting for their contact, for…

    2 votes
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  17. Integration of ringcx calls in ringex analytics

    Integrations of all calls for ring cx in the ring ex analytics dashboard. For example for QoS informations of ring cx calls. an overview of incoming ring ex and ring cx calls.

    3 votes
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  18. Performance Reports for Message-Only Extensions

    Include Message-Only Extensions in performance reports for analytics.

    1 vote
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  19. For the Company Number would like to include Outbound numbers on the report

    Would like to include the outbound calls so can have more complete information about how company numbers are getting calls both inbound and outbound.

    2 votes
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  20. Show Second Number in Agent Details Live Report

    I have a live report dashboard called "Lending Dashboard" and I have a field that needs to show amount of calls answered by each agent. There is the correct number then it's a collapsed view and shows 2 numbers with the 2nd number being the correct amount of calls an agent has actually answered. We want to get the report to just show the second number only

    1 vote
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