Skip to content

Analytics & Reporting

Analytics & Reporting

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

179 results found

  1. This KPI would separate outbound call outcomes into two key categories, providing a clearer picture of agent and campaign performance.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  2. Requesting to export a full report of all active call queues with manager names assigned to each.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  3. Hello Team,

    I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

    Request:
    Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

    Background:
    The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  4. Hello Team,

    I’d like to submit a feature request on behalf of a customer who is using the Shared Contacts Directory feature.

    Request:
    Enable users (particularly Super Admins) to manually edit or delete individual contacts in the Shared Contacts Directory directly through the Admin Portal—without the need to download, modify, and re-upload the entire Excel file.

    Background:
    The customer is an IT partner currently setting up a new RingCentral account for a small business. He expressed concern over the current process, as it is inefficient and inconvenient, especially for smaller teams that need to make quick changes to individual entries.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  5. It should have options where average hold time and average call park are also available per call, per user.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  6. If able to see time someone spends in DND then it makes it more effective to performance manage when they can be shown the data. This will also allow targets to be set for team members for time spent in DND whilst on their shift.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  7. We would like to have the ability to view the map or diagram of our company call routing, just like the feature we have for IVR editor where it shows a detailed diagram of the call routing. This shouldn't be limited to IVR menus only but also for all other types of call routing.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  8. Calls can be made by call group members using caller ID with the call group's phone number. I'd like to see this extended to SMS where group members can send outgoing SMS "from" that call group.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  9. Customer would like to have the KPI for the calls being transferred to Wait settings " hen maximum wait time is reached, send caller to" to check the result

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  10. Today in Live Reports we see how many calls were "Forwarded" in the dashboard. However this option is not available in Performance Reports. Everything gets bundled into Abandoned Calls which does not reflect the true status of a call. This does not allow us to determine good vs. bad calls from the abandoned section.

    9 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  11. We want the RingCentral app to have a feature for outbound and inbound call summaries for users

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  12. customer wants to add a lot of number in bulk from their custom rule in their auto receptionist.

    4 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  13. When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.

    To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:

    Username

    Timestamp

    Message content

    The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.

    Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  14. When I get a call forwarded to my cell phone from the office, ringcentral requires me to dial 1 to answer. I don't want this requirement, especially when I'm driving.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  15. Have the option to see what number(s) each extension is actually using in Analytics report for SMS and Faxing as we want to know which numbers are being used for Faxing and for Texting per each site/extension.

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  16. This feature request aims to significantly enhance the reporting capabilities for queues within the RingEX system by introducing several critical metrics currently unavailable. Customers need more granular insights into queue and agent performance beyond basic call counts and average wait times.

    Specifically, this request seeks to add the following data fields to RingEX queue reports:

    Total Talk Time

    Average Talk Time

    Max Wait Time

    Average Speed of Answer (ASA)

    Abandoned Calls

    Service Level Agreement (SLA) Percentage

    Number of Voicemails Followed Up On

    1 vote
    New  ·  1 comment  ·  Other  ·  Admin →
    How important is this to you?
  17. Ability to tell how many users are using AI Notes in Analytics

    2 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  18. We would like to be able to run a report that shows a list of disabled user extensions including the number of days they were disabled.

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  19. To improve our call monitoring and reporting, I request that you add both abandoned calls and forwarded calls to the performance report. Since we cannot provide call log or admin portal access to everyone, having these details in the report will help relevant team members track call activity and performance without needing direct system access.

    3 votes
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
  20. Hi Team,

    I’d like to suggest a small but impactful improvement to our phone system. Currently, after the initial greeting message plays (e.g., “Thank you for calling… Option 1, Option 2…”), there is approximately 10 seconds of silence before the greeting repeats. This long pause might cause some callers to think the call has disconnected or lead to confusion.

    To enhance the caller experience, I recommend reducing this silence period to about 2–3 seconds before the greeting plays again. This shorter delay would help keep the interaction more fluid and reassuring for the caller.

    Please let me know if this…

    1 vote
    New  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?
← Previous 1 3 4 5 8 9
  • Don't see your idea?