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Analytics & Reporting

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  1. Add reporting capacity to get more insight into transfers and to delineate cold vs warm transfers. To then be able to do the following based on that:

    1. Generate reporting on the total numbers of each.
    2. Generate reporting on the percentage of each in comparison.
    3. Generate reporting on the percentage of total call volume.
    4. Generate reporting on how many transfers customers experience with the ability to highlight above an indicated threshold.
    5. Facilitate insight into if an agent is shunting calls and highlight other undesirable behaviors or customer experiences to facilitate coaching or remediation.

    Currently, there is only the ability to look…

    3 votes

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  2. I would like to be able to pull history reports for everyone's faxes for the last year and see if they included a cover letter, who it was sent to, and time in a detailed report.

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  3. RC Support said that the Audit Logs only track changes from the Super Admin in the Admin Portal.

    It would be great to have the Audit Log track ALL activity in the Audit Logs to see what was touched by all users.

    1 vote

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  4. Ability to see the first call and last call every person makes so we can see how soon after their day starts do they get on the phone and how close to the end of the day do they stop calling. This is partially available in analytics but you have to go one user at a time and sort by date/time and scroll through all their calls for the day. It would be nice for this to be available on the scheduled daily reports.

    1 vote

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  5. 2 votes

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    1 comment  ·  Other  ·  Admin →
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  6. Will be utilizing the Rooms & Devices analytics report to track the number of hard phones that are offline. Need the ability to get proactive alerts for devices that are offline. There is the ability to select "devices" as an alert trigger but there is only the ability to select "Offline" as a condition. Need the ability to have more granular control of the condition like other alerts triggers. Conditions such as greater than or less than a threshold. Also wanted to define the monitoring timeframe.

    2 votes

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  7. Report to show the following :

    • each time user logs on and off throughout day
    • Whether user is logging into PC/Laptop, Mobile or DeskPhone
    • User changes their status (online, away etc) and when they are available for calls.
    • Calls missed
    • Calls which have been directed to voicemail
    • Calls which are answered.

    A daily time line detailing user activity would be perfect

    1 vote

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    0 comments  ·  Adoption & Usage  ·  Admin →
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  8. I need assistance in identifying the caller ID on the performance report.

    1 vote

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  9. Need to see how many users use business analytics reporting

    1 vote

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    1 comment  ·  Adoption & Usage  ·  Admin →
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  10. that way we can filter unnecessary calls that didnt even lasted 120 seconds

    1 vote

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  11. We would like an option to customize the time ranges in Performance Reports and set that as a report/tab. Currently, the only option we have is to select the hour, but there is no way we can customize the minute.

    2 votes

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  12. In QOS Analytics for VIDEO we display "Microphone" and "Speaker"

    "<div aria-label="Speaker" class="detail-item--k34E8" role="listitem"><div class="title--GOM98">Speaker</div><div class="description--Vdzit"><div>System default speakers</div></div></div>"

    This is NOT including in the call card for Phone (only RCV).

    Please add in data to show what Speaker and Mic combination was used by a phone user.

    Reason for request.
    If call MOS is >3.8 we have no way to see if the call was on the internal mic or the headset.

    12 votes

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    1 comment  ·  QOS  ·  Admin →
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  13. A report that will only show the date and time of log in and log out of the user on the RC app.

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  14. I'd like to be able to pull a month-to-date report of external calls per day for user. currently i can pull the call details for a specific period of time, but not a summary. i'd like to see a summary and be able to export it to excel.

    2 votes

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  15. The new "Billing portal" is equally as useless as the old one. RingCentral has a beautiful cost center feature which breaks down our bill perfectly. However if I can't get this data in a CSV file it is not beneficial for us.

    Please allow us the ability to download our bills in csv format, or at least the first 3 pages.

    1 vote

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  16. Report on the Custom Rules for the Call Queues in EX. There does not seem to be an option to audit the settings other than manually checking each call queue which gets tedious when you have over 1000 call queues

    1 vote

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    0 comments  ·  Live Reports  ·  Admin →
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  17. We are unable to add an expansion module to a Polycom, due to what appears to be a firmware change. Each time we try to add the expansion module we get an error that says that the module can't be added due to the user being a member of a shared line. According to Support, this is a current limitation at this time and there is no workaround.

    1 vote

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    0 comments  ·  Adoption & Usage  ·  Admin →
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  18. Implement a way for Analytics users to also access call recordings. For example: if a manager needs to access the call recordings from a DR's (Direct report) extension, they have to log into the RingEx portal, search for that DR's extension/name and then access the recordings there.

    2 votes

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  19. Combined reporting for called queues and users. Our calls ring to everyone and if no one answers after a certain # of calls, then it's considered an abandoned call. The call is then routed to a dedicated voicemail user extension and patients can leave a general voicemail. After about five calls with tech support, they said it is not possible to generate a report that shows the # of voicemails and missed calls the way our system is set up.

    8 votes

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    1 comment  ·  Live Reports  ·  Admin →
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  20. Enable the addition of audible alerts to notify staff of multiple pending calls in the queue, or if a person has has an extended wait time in the queue. This will be helpful as it alerts individuals who may not normally operate in that queue to log in and decompress holding call volume.

    5 votes

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