1334 results found
-
Call time Averages
When adding average, have the ability to input what it should be divided by. e.g. if you are creating reports for the day before, divide by the amount of hours in the working day, or for a weekly report divide by 5 for a daily average.
1 vote -
Hi, Could we have an option to download the Business Analytics reports in a pdf and excel format the same as the Performance reports?
Hi, Could we have the option to download the business analytics reports in both a pdf and excel format the same as the performance reports? Currently there's only an excel option.
19 votes -
The current fax transmission email notifications do not include the extension user's name.
The current fax transmission email notifications do not include the extension user's name. To improve tracking and accountability, it is requested that these emails be updated to include the name and extension of the user who is sending the fax and the user the fax is intended for.
1 vote -
Pull QoS call score via API
Currently you can only export the QoS report to csv and we have to manually ingest the data into PowerBi to generate a "Call Score" trend report.
We would like the ability to pull the QoS - "Call Score" directly via API.
28 votes -
Custom Role - Phone Number Breakout
Currently custom roles only facilitate 'Company Number' access at a high level. For multi tenated customers utilizing Role Domains this becomes an issue, exacerbated with the introduction of Number Storage in the international space.
Suggesting that Roles provide a more granular Allow/Disallow logic relational to Phone Numbers. The granular state should encompass below:
- Phone Numbers (in likeness to present state)
- Number Inventory
- Number Storage
This will allow users to have a role domain associated which keeps multi site admins segregated to their responsible sites in a desirable fashion.
14 votes -
analytics alert when devices are offline
Analytics alert when devices are offline, add as an option
5 votes -
Agent Acceptance Rate in the Inbound Queue Overview report
For the inbound queue overview report (in the standard historical reports), I would suggest that the agent acceptance rate shall display or show the actual percentage of staff's performance in a decimal point or digit number, instead of rounding up the tenth digit to a whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the acceptance rate should be 7416/7438 = 99.7% (not 100% by rounding it up). I am glad to see the data with 100% if my staffs actually handle the call 100%. But if they did not handle it…
3 votes -
Add Dialed and Calling Numbers to Call Summary Reports in Analytics
Requesting the ability to include dialed (inbound) and calling (outbound) numbers in call summary reports generated via RingCentral Analytics. This would improve tracking, auditing, and overall reporting clarity for users managing high call volumes.
1 vote -
Setting up Timezone for Performance and Live Reports
It would be best if there is an option to change or set up our desired Timezone for Performance and Live Reports.
3 votes -
Automated alerts for outbound calls
Is it helpful to set up an automated alert if a user makes more than 375 calls in a day?
1 vote -
Role that can access specific users/numbers without creating a site.
Ability to create a custom role that can access specific users/numbers without creating a site.
1 vote -
Customer Visibility and Alerting of "Daily/Monthly Call & SMS Limit"
Genpact India Private Limited experienced outbound calling failures on a new Sub Account due to reaching the "Daily Call & SMS Limit" within SCP. Tier 3 resolved this issue by increasing the limit. However, the customer is requesting a mechanism to monitor their usage against the limit or a proactive alerting system to inform them when they are approaching or have exceeded this limit.
Historically, RC has not provided customers with insight into this limit as it serves as an anti-fraud mechanism. Nevertheless, due to the impact on the customer's operations, they are requesting an escalation of this inquiry.
19 votes -
Analytics report per user to be automatically created and sent to the user by email.
Analytics report filtered to a specific user's log of all incoming calls and outgoing calls to be automatically created and sent to the user by email to be available in each user's portal access. Right now, only admin can create this report and it includes everybody's call logs not just one user.
3 votes -
Number of Abandoned calls missing from Users report
Currently, a Performance report for Queues show the # of Abandoned calls as a KPI filter however when running a Performance report for Users in a specific queue, the # of Abandoned calls filter is not available and missing.
Customer would like to be able to run a Performance report at the Users level for a specific queue and be able to see the total number of calls vs the total number of abandoned calls.
3 votes -
QoS for VIDEO is no longer drilling down correctly
Within the Analytics Portal, you can't drill down to filter 'bad' video meetings anymore like you can with phone calls.
The Problem
When you're in the Quality of Service (QoS) overview section and select Video, you see the quality monitor ring chart. If you click on a red segment of this chart, you expect it to filter the list of video meetings to show only the ones with poor quality. This function works for phone calls but not for video meetings. It used to work for video meetings, too.Steps to Reproduce
Log in to the Analytics Portal as an…17 votes -
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
Please include the option in the analytics reports to filter by the IVR numbers dialed by customers.
8 votes -
ability to generate csv file in analytics per column
We would like to request an enhancement to the exported Excel reports from the Analytics platform. The goal is to improve readability and usability by organizing the data into a more intuitive and informative format that closely aligns with the operational needs of our teams.
When reports are generated via Excel, the layout should include the following columns in the specified order:
Dialed/Called Number (DNIS) – This should display the DID that the customer dialed.
To Name – Label or name associated with the queue or line.
Answered By (User Name) – The user/agent who answered the call.
Answered By…
5 votes -
Ability to clear stuck contacts in analytics Live Reports
Ability to clear stuck contacts in analytics Live Reports.
There are instances wherein our Live Report dashboard is showing call in queue for an excessive amount of time.
We confirmed that this was a stuck contact, but we do not have an option to clear or delete it.3 votes -
Analytics Report view on RingCentral App For Non-Super Admin
The Analytics option is currently not visible in the mobile or desktop app for users with the Phone System Admin role and other non-super admin role.
Request:
Please consider updating the role permissions or app behavior to allow users with the Phone System Admin role to view and access the Analytics section directly within the app—similar to how it's available via the web portal.1 vote -
Option to check who accessed the call recording
In terms of auditing call recordings, it's a must to have an option who already did checked the recordings.
1 vote
- Don't see your idea?