1246 results found
-
Super Admin can access Call Logs on the RingCentral Phone App
Accessibility for Call logs on to all users for Super Admin in RingCentral Phone App
1 vote -
Ability to generate a report/list of all users who login to the RC app (even if they have desk phones)
seeks a list of all users who log in to the RC app (even if they have desk phones)
1 vote -
ability to extract the reason for the audio Recording issue encountered
Customer should have ability to extract the reason for the audio recording issue encountered.
It would be helpful to have a deepdive on the audio recordings once an issue had been encountered. This is for us to have a knowledge on how what we can do to resolve it
1 vote -
Analytics report should not log spoofed caller ID numbers
Would like to submit a request to have that changed so the system can recognize an actual call from a user in the system versus a spoofed caller ID in the analytics report.
Currently, RC Analytics and logs automatically link a call report to an internal user profile based on the displayed caller ID. This occurs even when the call is spoofed from an external source and did not originate from the actual user’s authenticated extension or device.
2 votes -
Business Analytics Filters
Add filtering options for certain call types. For example, the ability to only show results for calls that are from call queues under the user dashboard. Currently, you are only able to filter the date and who are the users to be included
2 votes -
previous day analytics reports to be send to the next day
there should be an option to send analytics reports from previous day to be send out to the following day to all users email
2 votes -
RingEX Analytics Report for Call Transfers Between Queues
Request to enhance RingEX Analytics to include reporting capabilities for calls transferred from one call queue to another. Currently, there is no visibility in Analytics to identify or track inter-queue transfers, making it difficult to determine call flow paths (e.g., Reception queue to secondary queues). This feature would improve reporting accuracy and provide better insights into call routing, queue performance, and customer experience by clearly identifying transferred queue-to-queue call activity.
2 votes -
Showing 0:00:00 for Forwarded/Queue Answered Calls
We would like to submit a feature request regarding call logs displaying a duration of 0:00:00, especially in cases where the call is actually answered via a forwarding number or extension.
Instead of showing 0:00:00, it would be more helpful if the system reflected the actual call duration once the call has been routed and answered by the destination device or forwarding endpoint.
This issue is more noticeable when filtering by a specific call queue, where some answered calls appear as 0:00:00, which can cause confusion. However, when searching by the called number, detailed records show the correct call duration,…
2 votes -
Add Job Title & Department as columns to Agent Details Dashboard Widget
Please include in the Job Title, and or Department user fields as column options in the Agent Details Widget of the Live Reports Dashboard.
1 vote -
Average call back time and frequency of unaccepted call back request
Live reports should should the average call back time request and we should identify users that don't accept call back request, especially for longest idle or in order.
As well, for call back request, it should have a different routing to specific people. It should have the option which routing compared to when receiving call queue calls.
1 vote -
Add a Widget for Call Logs to Live Reporting
I have multiple customers who would like the ability to see the real-time call logs as part of their live report dashboard. This is a feature offered in live reports of other UCaaS providers and third party integrations to RingCentral.
1 vote -
Ability to view what specific activity of users
Ability to view what specific feature the user or any member in the account is currently checking, like what subscriptions, reporting, or any part of the account. How often do they look at the reports and see how many scheduled reports are from the whole account?
3 votes -
Add "Language Detected" Metric for AI Receptionist in Analytics
While the AI Receptionist seamlessly handles multilingual calls (like Spanish), analytics.ringcentral.com currently lacks a way to report on this data. We need a "Language Detected" metric, column, and filter added to the Analytics portal. Currently, administrators have to manually read transcripts or build dummy routing queues just to track language volume. Exposing this data directly in the analytics dashboard will allow businesses to easily track customer demographics, optimize bilingual staffing decisions, and measure the true usage of the AI's multilingual capabilities.
3 votes -
Consolidate Redundant "After Call Work" (ACW) States in Agent Reporting
RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.
Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.
These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.
Proposed Solution
Update the user-facing reports to merge…3 votes -
Subscription Report scheduling.
Right now, reports can only be set to send Sunday through Saturday. It would be extremely helpful to have a Monday through Friday option available as well.
Our team operates on a weekday schedule, so weekend reports aren’t being used. Having a weekday-only option would help reduce unnecessary emails and keep reporting aligned with when the team is actually working.
Is this something that could be added, or is there a workaround currently available?
Appreciate you taking a look at this, and I’m happy to provide any additional context if helpful.1 vote -
PDF report in landscape mode
to have an option to download or send the PDF reports in landscape mode.
1 vote -
1 vote
-
Have %hold option in the Select Columns in Analytics
In the Performance reports, there are % Answered, % Inbound, % Missed (w/VM), % Outbound but it doesn't have %hold.
Please include %hold in the Select Columns in the Performance reports.
1 vote -
Bigger and easier to find edit button
Just make the option to edit a widget in a dashboard easier to find. Currently a small vertical "3 dot" button that is hard to find crammed into the end of the items bar at the top of the widget.
Quality of life improvement.
1 vote -
Ability to just show only filtered phone numbers including site numbers/ main company numbers in Analytics.
I am trying to run a report that gives me usage for each company number at a particular site. I have the instructions from the chat bot, but the resulting report is giving me ALL company numbers even though I filtered by 2 sites.
1 vote
- Don't see your idea?